Management of a focused information sharing dialogue based on discourse trees

ABSTRACT

Disclosed techniques relate to managing a dialogue between a user device and an autonomous agent. For instance, a computing device creates a discourse tree from a body of text that includes fragments. The discourse tree includes a root node, nonterminal nodes, and terminal nodes. Each nonterminal node represents a rhetorical relationship between two of the fragments and each terminal node is associated with one of the fragments. The computing device determines a main topic of the body of text from the discourse tree. The computing device provides the main topic to the user device, and in response, receives a user utterance. The computing device determines an intent from the user utterance and navigates the discourse tree to locate relevant information consistent with the intent.

CROSS-REFERENCES TO RELATED APPLICATIONS

This application is a continuation of U.S. application Ser. No. 17/235,329, filed on Apr. 20, 2021, which is a continuation-in-part of Ser. No. 16/995,302 filed on Aug. 17, 2020, now issued as U.S. Pat. No. 11,295,085, issued Apr. 5, 2022, which is a divisional of U.S. application Ser. No. 16/145,644, filed on Sep. 28, 2018, now issued as U.S. Pat. No. 10,853,574, issued Dec. 1, 2020, which claims the benefit of U.S. Provisional Application No. 62/564,961, filed on Sep. 28, 2017 and U.S. Provisional Application No. 62/729,335, filed on Sep. 10, 2018, all of which are incorporated by reference in entirety. U.S. application Ser. No. 17/235,329 filed on Apr. 20, 2021 claims the benefit of U.S. Provisional Application No. 63/032,895, filed on Jun. 1, 2020, which is incorporated by reference in its entirety. U.S. application Ser. No. 17/235,329 filed on Apr. 20, 2021. This application is also a continuation of Ser. No. 17/003,593, filed on Aug. 26, 2020, now issued as U.S. Pat. No. 11,748,572, issued Sep. 5, 2023, which is a continuation of U.S. Ser. No. 16/260,939, filed on Jan. 29, 2019, now U.S. Pat. No. 10,817,670, issued Oct. 27, 2020, which is a continuation in part of U.S. Ser. No. 16/010,091, filed on Jun. 15, 2018, now U.S. Pat. No. 10,679,011, issued Jun. 9, 2020, which is a continuation in part of U.S. Serial No. filed on May 9, 2018, now U.S. Pat. No. 10,796,102, issued Oct. 6, 2020, all of which are incorporated by reference in their entirety. U.S. Ser. No. 16/260,939, filed on Jan. 29, 2019, claims the benefit of U.S. Ser. No. 62/623,999, filed on Jan. 30, 2018, and 62/646,795, filed on Mar. 22, 2018, which are incorporated by reference in their entirety.

TECHNICAL FIELD

This disclosure is generally concerned with linguistics. More specifically, this disclosure relates to using discourse trees to manage a dialogue session.

BACKGROUND

Due to improvements in computational linguistics and machine learning, autonomous agents can be trained to answer questions received from a user device or manage a dialogue with the user device. For instance, a variety of content is available for training autonomous agents, such as customer service histories or other databases.

But autonomous agents operating with machine learning models trained from such content suffer from deficiencies. For instance, many deep learning systems are unable to separate topic structure and navigation structure, nor can such solutions guarantee that all relevant information is actually presented to a user.

As such, improved solutions for presenting information to user devices are needed.

BRIEF SUMMARY

Generally, systems, devices, and methods of the present disclosure relate to managing a dialogue between an autonomous agent and a user device. For instance, a computing device creates a discourse tree from a body of text and determines a main topic of the body of text from the discourse tree. The computing device provides the main topic to the user device, and in response, receives a user utterance. The computing device conducts a mixed initiative dialogue and attempts to drive a user through fragments of text-based content, adjusting for user interest. The computing device determines an intent from the user utterance and navigates the discourse tree to locate relevant information consistent with the intent. The computing device navigates a user through fragments of text in an order that is determined by the user interest and by the configuration of the discourse tree.

In an aspect, a method involves creating a discourse tree from text including fragments. The discourse tree includes a root node, nonterminal nodes, and terminal nodes. Each nonterminal node represents a rhetorical relationship between two of the fragments and each terminal node is associated with one of the fragments. The fragments are elementary discourse units. The method involves determining, from the discourse tree, a subset of terminal nodes that are associated with a nonterminal node representing a rhetorical relationship of type elaboration and associated with a nucleus elementary discourse unit of the elaboration. The method further involves calculating, for each node of the subset of terminal nodes, a respective path length from the root node. The method further involves identifying, from the subset of terminal nodes, a topic node having a path length that is a smallest path length of the path lengths. The method further involves determining, from the topic node, a topic of the discourse tree by extracting a noun phrase from the nucleus elementary discourse unit associated with the topic node. The method further involves providing the topic to a user device.

In another aspect, the method further involves identifying, in the discourse tree, a satellite elementary discourse unit associated with the topic node via the rhetorical relationship of type elaboration. The method further involves providing text associated with the satellite elementary discourse unit to the user device.

In another aspect, the method further involves identifying, in the discourse tree, an additional terminal node from the subset of terminal nodes, the additional terminal node having an additional path length equal to or greater than the path length. The method further involves extracting additional text from an additional nucleus elementary discourse unit associated with the additional terminal node. The method further involves providing the additional text to the user device.

In another aspect, the method further involves navigating, in the discourse tree, to an additional non-terminal node that is connected to the topic node and represents an additional rhetorical relation. The method further involves determining, from the additional non-terminal node, an additional topic by extracting an additional noun phrase from an additional nucleus elementary discourse unit associated with additional non-terminal node. The method further involves, responsive to determining that the additional rhetorical relation is one of type elaboration, condition, or temporal sequence, performing actions. The actions include extracting additional text from the additional nucleus elementary discourse unit and providing the additional text to the user device.

In another aspect, the method further involves receiving, from the user device, an utterance. The method further involves determining that the utterance indicates familiarity with additional topic. The method further involves identifying, in the discourse tree, an additional non-terminal node that includes text representing the additional topic and represents an additional rhetorical relation. The method further involves, responsive to determining that the additional rhetorical relation is one of type elaboration, condition, or contrast, performing actions. The method further involves extracting additional text from an elementary discourse unit associated with a terminal node that is connected to the additional terminal node. The method further involves providing the additional text to the user device.

In another aspect, the method further involves receiving, from the user device, an utterance. The method further involves determining that the utterance includes a confirmation of an interest in an additional topic. The method further involves identifying, in the discourse tree, an additional non-terminal node that includes text representing the additional topic and represents an additional rhetorical relation. The method further involves extracting additional text from an elementary discourse unit associated with a terminal node that is connected to the additional non-terminal node. The method further involves providing the additional text to the user device.

In another aspect, the method further involves receiving an utterance from the user device. The method further involves determining that the utterance includes a question that is unrelated to the topic. The method further involves responsive to the determining, performing actions. The actions include identifying one or more keywords from the utterance, identifying an additional text by providing a query comprising the keywords to a search engine, and providing text from one or more elementary discourse units of the additional text to the user device.

In another aspect, the method further involves forming, from the discourse tree, a communicative discourse tree that represents the text by matching each fragment that has a verb to a respective verb signature. The method further involves identifying, from the communicative discourse tree, a verb signature that corresponds to the topic node. The method further involves extracting a subject from the verb signature. The method further involves providing the subject to the user device.

The above methods can be implemented as tangible computer-readable media and/or operating within a computer processor and attached memory.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 shows an exemplary rhetoric classification environment in accordance with an aspect.

FIG. 2 depicts an example of a discourse tree in accordance with an aspect.

FIG. 3 depicts a further example of a discourse tree in accordance with an aspect.

FIG. 4 depicts illustrative schemas in accordance with an aspect.

FIG. 5 depicts a node-link representation of the hierarchical binary tree in accordance with an aspect.

FIG. 6 depicts an exemplary indented text encoding of the representation in FIG. 5 in accordance with an aspect.

FIG. 7 depicts an exemplary DT for an example request about property tax in accordance with an aspect.

FIG. 8 depicts an exemplary response for the question represented in FIG. 7 .

FIG. 9 illustrates a discourse tree for an official answer in accordance with an aspect.

FIG. 10 illustrates a discourse tree for a raw answer in accordance with an aspect.

FIG. 11 illustrates a communicative discourse tree for a claim of a first agent in accordance with an aspect.

FIG. 12 illustrates a communicative discourse tree for a claim of a second agent in accordance with an aspect.

FIG. 13 illustrates a communicative discourse tree for a claim of a third agent in accordance with an aspect.

FIG. 14 illustrates parse thickets in accordance with an aspect.

FIG. 15 illustrates an exemplary process for building a communicative discourse tree in accordance with an aspect.

FIG. 16 depicts an example of an extended discourse tree, in accordance with an aspect.

FIG. 17 depicts a flowchart of an example of a process for creating an extended discourse tree, in accordance with an aspect.

FIG. 18 also depicts relationships between textual units of documents at different levels of granularity, in accordance with an aspect.

FIG. 19 depicts a flowchart of an example of a process for using an extended discourse tree to navigate between documents, in accordance with an aspect.

FIG. 20 depicts an example of an autonomous agent using an extended discourse tree to answer user questions, in accordance with an aspect.

FIG. 21 depicts an example of an extended discourse tree, in accordance with an aspect.

FIG. 22 depicts a comparison between navigation using a search engine and navigation using an autonomous agent enabled with extended discourse trees, in accordance with an aspect.

FIG. 23 depicts a flowchart of an example of a process for using a discourse tree to navigate within a document, in accordance with an aspect.

FIG. 24 depicts an exemplary discourse tree and a navigation thereof, in accordance with an aspect.

FIG. 25 depicts an exemplary dialogue from resulting from the discourse tree depicted in FIG. 24 , in accordance with an aspect.

FIG. 26 depicts an exemplary discourse tree and a navigation thereof, in accordance with an aspect.

FIG. 27 depicts an exemplary discourse tree and a navigation thereof, in accordance with an aspect.

FIG. 28 depicts an exemplary discourse tree and a navigation thereof, in accordance with an aspect.

FIG. 29 depicts an exemplary discourse tree and a navigation thereof, in accordance with an aspect.

FIG. 30 depicts a simplified diagram of a distributed system for implementing one of the aspects.

FIG. 31 is a simplified block diagram of components of a system environment by which services provided by the components of an aspect system may be offered as cloud services in accordance with an aspect.

FIG. 32 illustrates an exemplary computer system, in which various aspects of the present invention may be implemented.

DETAILED DESCRIPTION

Disclosed techniques provide technical improvements to the areas of computer-implemented linguistics. More specifically, certain aspects involve autonomous agents that manage dialogue with user devices by leveraging discourse trees and/or communicative discourse trees. As explained herein, discourse trees represent rhetorical relationships between elementary discourse units of a particular document. Communicative discourse trees (CDTs) are discourse trees that are supplemented with one or more communicative actions. A communicative action is a cooperative action undertaken by individuals based on mutual deliberation and argumentation.

In an example, an autonomous agent (“chat bot”) manages a dialogue session. The agent processes an input document and forms discourse trees from the document. Using the rhetorical relations in the discourse tree, the agent determines a topic of the document and provides the topic to the user device. The user device transmits an utterance to the agent, and in turn, the agent determines an intent of the utterance. Examples of intent include disagreement, requests for further explanations, requests for details, or requests for a contrasting view. Based on the intent, the agent navigates the discourse tree according to one or more rhetorical relations to obtain a relevant response. This process can continue as the user device navigates the document.

By contrast, existing keyword-based solutions fail to capture a relevancy for different parts of text within a body of text, resulting in autonomous agents that attempt to imitate human dialogue without a full understanding of communicative discourse. Such solutions cause autonomous agents to emit a random sequence of utterances, making accomplishing a task or providing a recommendation difficult.

Discourse trees originate from Rhetorical Structure Theory (RST). RST models a logical organization of text employed by a writer, relying on relations between parts of text. RST simulates text coherence by forming a hierarchical, connected structure of texts via discourse trees. Rhetoric relations are split into the classes of coordinate and subordinate; these relations hold across two or more text spans and therefore implement coherence. These text spans are called elementary discourse units (EDUs). Clauses in a sentence and sentences in a text are logically connected by the author. The meaning of a given sentence is related to that of the previous and the following sentences.

The leaves of a discourse tree correspond to EDUs, the contiguous atomic text spans. Adjacent EDUs are connected by coherence relations (e.g., attribution, sequence), forming higher-level discourse units. The leaves of a particular EDU are logically related. This relationship is referred to as the coherence structure of the text. Example relations include elaboration and enablement. As used herein, “nuclearity” refers to which text segment, fragment, or span, is more central to a writer's purpose. A “nucleus” refers to a span of text that is more central to a writer's purpose than a “satellite,” which is less central to a writer's purpose.

Certain Definitions

As used herein, “textual unit” refers to a unit of text. Examples include an elementary discourse unit, phrase, fragment, sentence, paragraph, page, and document.

As used herein, “entity” refers to something with a distinct and independent existence. An entity may be used in a textual unit. Examples of entities include a person, a company, a location, a thing, a name of a document, or a date or time.

As used herein, “rhetorical structure theory” is an area of research and study that provided a theoretical basis upon which the coherence of a discourse could be analyzed.

As used herein, “discourse tree” or “DT” refers to a structure that represents the rhetorical relations for a sentence of part of a sentence.

As used herein, a “rhetorical relation,” “rhetorical relationship,” or “coherence relation” or “discourse relation” refers to how two segments of discourse are logically connected to one another. Examples of rhetorical relations include elaboration, contrast, and attribution.

As used herein, a “sentence fragment,” or “fragment” is a part of a sentence that can be divided from the rest of the sentence. A fragment is an elementary discourse unit. For example, for the sentence “Dutch accident investigators say that evidence points to pro-Russian rebels as being responsible for shooting down the plane,” two fragments are “Dutch accident investigators say that evidence points to pro-Russian rebels” and “as being responsible for shooting down the plane.” A fragment can, but need not, include a verb.

As used herein, “index” is a table, data structure, pointer, or other mechanism that links two keywords, data, or parts of text. An index can include searchable content. Examples of an index include an inverse index, a searchable index, and a string match. An inverse index is also searchable.

Turning now to the figures, FIG. 1 shows an exemplary document navigation environment in accordance with an aspect. FIG. 1 includes one or more of input documents 110 a-n, computing device 120, user device 170, and data network 150. In the example depicted in FIG. 1 , computing device 120 implements an autonomous agent that manages a dialogue with user device 170 using discourse trees and/or communicative discourse trees.

More specifically, computing device 120 can execute one or more of discourse navigation application 122, epistemic state manager 124, user intent recognizer 126, and machine learning model 130. Additionally, computing device 120 can include domain ontology 128 and training data 135. Examples of computing device 120 are distributed system 3000 and client computing devices 3002, 3004, 3006, and 3008.

User device 170 can be any mobile device such as a mobile phone, smart phone, tablet, laptop, smart watch, and the like. User device 170 communicates with computing device 120 via data network 160 to computing device 120 or to remote server. Data network 160 can be any public or private network, wired or wireless network, Wide Area Network, Local Area Network, or the Internet. The functionality of user device 170 can be implemented in software, e.g., via an application or a web application. User device 170 includes display 171.

In a more specific example, discourse navigation application 122 creates a discourse tree from one of input documents 110 a-n. Discourse navigation application 122 uses the created discourse tree to navigate a user device through the input document. For instance, display 171 depicts three messages 181-183. Discourse navigation application 122 outputs message 181 to the user device, which reads “China has rejected calls for an independent international investigation into the origin of the coronavirus.” In response, the user device provides message 182, which reads “Why would they do it? Don't believe that.” Discourse navigation application 122 determines skepticism in message 182 and generates message 183, which states “this is according to the BBC.”

Various techniques can be used to determine such an intent of a message. Based on the intent, discourse navigation application 122 can determine how to respond. An example of a process involving how to respond can be found with respect to process 2300 in FIG. 23 . Discourse navigation application 122 can continue this process of navigation until the discourse tree has been entirely traversed.

Epistemic state manager 124 can model a state of knowledge of a user. For instance, initially, when the autonomous agent initiates a dialogue with a user, the user's background knowledge is not known. But over the course of a dialogue session, the epistemic state manager 124 updates based on new information receive from user device 170. In some cases, the epistemic state is used to provide an adjusted response to user device 170.

User intent recognizer 126 detects a user state from utterances received from user device 170. For example, a user might desire more information. Or the user might desire to know an opposing viewpoint.

Domain ontology 128 includes information such as terminology, entities, and so forth about a particular domain (e.g., subject). In some cases, an autonomous agent can be domain-specific. Examples of domains include finance, business, engineering, and so forth.

In some aspects, disclosed techniques can use machine-learning to perform various functions. Machine learning model 130 can be trained and/or used by discourse navigation application 122 to make predictions and/or classifications. For instance, machine learning model 130 can be trained with training data 135 to predict whether two discourse trees match each other, or whether a particular discourse tree corresponds to text having argumentation.

Rhetoric Structure Theory and Discourse Trees

Linguistics is the scientific study of language. For example, linguistics can include the structure of a sentence (syntax), e.g., subject-verb-object, the meaning of a sentence (semantics), e.g. dog bites man vs. man bites dog, and what speakers do in conversation, i.e., discourse analysis or the analysis of language beyond the sentence.

The theoretical underpinnings of discourse, Rhetoric Structure Theory (RST), can be attributed to Mann, William and Thompson, Sandra, “Rhetorical structure theory: A Theory of Text organization,” Text-Interdisciplinary Journal for the Study of Discourse, 8(3):243-281, 1988. Similar to how the syntax and semantics of programming language theory helped enable modern software compilers, RST helped enabled the analysis of discourse. More specifically RST posits structural blocks on at least two levels, a first level such as nuclearity and rhetorical relations, and a second level of structures or schemas. Discourse parsers or other computer software can parse text into a discourse tree.

Rhetoric Relations

As discussed, aspects described herein use rhetorical relations and discourse trees. Rhetorical relations can be described in different ways. For example, Mann and Thompson describe twenty-three possible relations. C. Mann, William & Thompson, Sandra. (1987) (“Mann and Thompson”). Rhetorical Structure Theory: A Theory of Text Organization. Other numbers of relations are possible. Table 2 below lists different rhetorical relations.

TABLE 2 Relation Name Nucleus Satellite Antithesis ideas favored by the ideas disfavored by the author author Background text whose text for facilitating understanding understanding is beingfacilitated Circumstance text expressing the an interpretive context of situation events or ideas or time occurring in the interpretive context Concession situation affirmed situation which is apparently by author inconsistent but also affirmed by author Condition action or situation conditioning situation whose occurrence results from the occurrence of the conditioning situation Elaboration basic information additional information Enablement an action information intended to aid the reader in performing an action Evaluation a situation an evaluative comment about the situation Evidence a claim information intended to increase the reader's belief in the claim Interpretation a situation an interpretation of the situation Justify text information supporting the writer's right to express the text Motivation an action information intended to increase the reader's desire to perform the action Non- a situation another situation which causes that volitional one, but not by anyone's deliberate Cause action Non- a situation another situation which is caused volitional by that one, but not by anyone's Result deliberate action Otherwise action or situation conditioning situation (anti whose occurrence conditional) results from the lack of occurrence of the conditioning situation Purpose an intended situation the intent behind the situation Restatement a situation a reexpression of the situation Solutionhood a situation or method a question, request, problem, or supporting full or other expressed need partial satisfaction of the need Summary text a short summary of that text Volitional a situation another situation which causes that Cause one, by someone's deliberate action Volitional a situation another situation which is caused Result by that one, by someone's deliberate action

Some empirical studies postulate that the majority of text is structured using nucleus-satellite relations. See Mann and Thompson. But other relations do not carry a definite selection of a nucleus. Examples of such relations are shown in Table 3 below.

TABLE 3 Relation Name Span Other Span Contrast One alternate The other alternate Joint (unconstrained) (unconstrained) List An item A next item Sequence An item A next item

FIG. 2 depicts an example of a discourse tree in accordance with an aspect. FIG. 2 includes discourse tree 200. Discourse tree includes text span 201, text span 202, text span 203, relation 210 and relation 211. The numbers in FIG. 2 correspond to the three text spans. FIG. 2 corresponds to the following example text with three text spans numbered 1, 2, 3:

-   -   1. Honolulu, Hawaii will be site of the 2017 Conference on         Hawaiian History     -   2. It is expected that 200 historians from the U.S. and Asia         will attend     -   3. The conference will be concerned with how the Polynesians         sailed to Hawaii

For example, relation 210, or elaboration, describes the relationship between text span 201 and text span 202. Relation 210 depicts the relationship, elaboration, between text span 203 and 204. As depicted, text spans 202 and 203 elaborate further on text span 201. In the above example, given a goal of notifying readers of a conference, text span 1 is the nucleus. Text spans 2 and 3 provide more detail about the conference. In FIG. 2 , a horizontal number, e.g., 1-3, 1, 2, 3 covers a span of text (possibly made up of further spans); a vertical line signals the nucleus or nuclei; and a curve represents a rhetoric relation (elaboration) and the direction of the arrow points from the satellite to the nucleus. If the text span only functions as a satellite and not as a nuclei, then deleting the satellite would still leave a coherent text. If from FIG. 2 one deletes the nucleus, then text spans 2 and 3 are difficult to understand.

FIG. 3 depicts a further example of a discourse tree in accordance with an aspect. FIG. 3 includes components 301 and 302, text spans 305-307, relation 310 and relation 311. Relation 310, enablement, describes the relationship ibetween components 306 and 305, and 307, and 305. FIG. 3 refers to the following text spans:

-   -   1. The new Tech Report abstracts are now in the journal area of         the library near the abridged dictionary.     -   2. Please sign your name by any means that you would be         interested in seeing.     -   3. Last day for sign-ups is 31 May.

As can be seen, relation 310 depicts the relationship between entity 307 and 306, which is enablement. FIG. 3 illustrates that while nuclei can be nested, there exists only one most nuclear text span.

Constructing a Discourse Tree

Discourse trees can be generated using different methods. A simple example of a method to construct a DT bottom up is:

-   -   (1) Divide the discourse text into units by:         -   (a) Unit size may vary, depending on the goals of the             analysis         -   (b) Typically, units are clauses     -   (2) Examine each unit, and its neighbors. Is there a relation         holding between them?     -   (3) If yes, then mark that relation.     -   (4) If not, the unit might be at the boundary of a higher-level         relation. Look at relations holding between larger units         (spans).     -   (5) Continue until all the units in the text are accounted for.

Mann and Thompson also describe the second level of building block structures called schemas applications. In RST, rhetoric relations are not mapped directly onto texts; they are fitted onto structures called schema applications, and these in turn are fitted to text. Schema applications are derived from simpler structures called schemas (as shown by FIG. 4 ). Each schema indicates how a particular unit of text is decomposed into other smaller text units. A rhetorical structure tree or DT is a hierarchical system of schema applications. A schema application links a number of consecutive text spans, and creates a complex text span, which can in turn be linked by a higher-level schema application. RST asserts that the structure of every coherent discourse can be described by a single rhetorical structure tree, whose top schema creates a span encompassing the whole discourse.

FIG. 4 depicts illustrative schemas in accordance with an aspect. FIG. 4 shows a joint schema is a list of items consisting of nuclei with no satellites. FIG. 4 depicts schemas 401-406. Schema 401 depicts a circumstance relation between text spans 410 and 411. Scheme 402 depicts a sequence relation between text spans 420 and 421 and a sequence relation between text spans 421 and 422. Schema 403 depicts a contrast relation between text spans 430 and 431. Schema 404 depicts a joint relationship between text spans 440 and 441. Schema 405 depicts a motivation relationship between 450 and 451, and an enablement relationship between 452 and 451. Schema 406 depicts joint relationship between text spans 460 and 462. An example of a joint scheme is shown in FIG. 4 for the three text spans below:

-   -   1. Skies will be partly sunny in the New York metropolitan area         today.     -   2. It will be more humid, with temperatures in the middle 80's.     -   3. Tonight will be mostly cloudy, with the low temperature         between 65 and 70.

While FIGS. 2-4 depict some graphical representations of a discourse tree, other representations are possible.

FIG. 5 depicts a node-link representation of the hierarchical binary tree in accordance with an aspect. As can be seen from FIG. 5 , the leaves of a DT correspond to contiguous non-overlapping text spans called Elementary Discourse Units (EDUs). Adjacent EDUs are connected by relations (e.g., elaboration, attribution . . . ) and form larger discourse units, which are also connected by relations. “Discourse analysis in RST involves two sub-tasks: discourse segmentation is the task of identifying the EDUs, and discourse parsing is the task of linking the discourse units into a labeled tree.” See Joty, Shafiq R and Giuseppe Carenini, Raymond T Ng, and Yashar Mehdad. 2013. Combining intra- and multi-sentential rhetorical parsing for document-level discourse analysis. In ACL (1), pages 486-496.

FIG. 5 depicts text spans that are leaves, or terminal nodes, on the tree, each numbered in the order they appear in the full text, shown in FIG. 6 . FIG. 5 includes tree 500. Tree 500 includes, for example, nodes 501-507. The nodes indicate relationships. Nodes are non-terminal, such as node 501, or terminal, such as nodes 502-507. As can be seen, nodes 503 and 504 are related by a joint relationship. Nodes 502, 505, 506, and 508 are nuclei. The dotted lines indicate that the branch or text span is a satellite. The relations are nodes in gray boxes.

FIG. 6 depicts an exemplary indented text encoding of the representation in FIG. 5 in accordance with an aspect. FIG. 6 includes text 600 and text sequences 602-604. Text 600 is presented in a manner more amenable to computer programming. Text sequence 602 corresponds to node 502, sequence 603 corresponds to node 503, and sequence 604 corresponds to node 504. In FIG. 6 , “N” indicates a nucleus and “S” indicates a satellite.

Examples of Discourse Parsers

Automatic discourse segmentation can be performed with different methods. For example, given a sentence, a segmentation model identifies the boundaries of the composite elementary discourse units by predicting whether a boundary should be inserted before each particular token in the sentence. For example, one framework considers each token in the sentence sequentially and independently. In this framework, the segmentation model scans the sentence token by token, and uses a binary classifier, such as a support vector machine or logistic regression, to predict whether it is appropriate to insert a boundary before the token being examined. In another example, the task is a sequential labeling problem. Once text is segmented into elementary discourse units, sentence-level discourse parsing can be performed to construct the discourse tree. Machine learning techniques can be used.

In one aspect of the present invention, two Rhetorical Structure Theory (RST) discourse parsers are used: CoreNLPProcessor which relies on constituent syntax, and FastNLPProcessor which uses dependency syntax. See Surdeanu, Mihai & Hicks, Thomas & Antonio Valenzuela-Escarcega, Marco. Two Practical Rhetorical Structure Theory Parsers. (2015).

In addition, the above two discourse parsers, i.e., CoreNLPProcessor and FastNLPProcessor use Natural Language Processing (NLP) for syntactic parsing. For example, the Stanford CoreNLP gives the base forms of words, their parts of speech, whether they are names of companies, people, etc., normalize dates, times, and numeric quantities, mark up the structure of sentences in terms of phrases and syntactic dependencies, indicate which noun phrases refer to the same entities. Practically, RST is a still theory that may work in many cases of discourse, but in some cases, it may not work. There are many variables including, but not limited to, what EDU's are in a coherent text, i.e., what discourse segmenters are used, what relations inventory is used and what relations are selected for the EDUs, the corpus of documents used for training and testing, and even what parsers are used. So for example, in Surdeanu, et al., “Two Practical Rhetorical Structure Theory Parsers,” paper cited above, tests must be run on a particular corpus using specialized metrics to determine which parser gives better performance. Thus unlike computer language parsers which give predictable results, discourse parsers (and segmenters) can give unpredictable results depending on the training and/or test text corpus. Thus, discourse trees are a mixture of the predicable arts (e.g., compilers) and the unpredictable arts (e.g., like chemistry were experimentation is needed to determine what combinations will give you the desired results).

In order to objectively determine how good a Discourse analysis is, a series of metrics are being used, e.g., Precision/Recall/F1 metrics from Daniel Marcu, “The Theory and Practice of Discourse Parsing and Summarization,” MIT Press, (2000). Precision, or positive predictive value is the fraction of informative instances among the retrieved instances, while recall (also known as sensitivity) is the fraction of informative instances that have been retrieved over the total amount of informative instances. Both precision and recall are therefore based on an understanding and measure of relevance. Suppose a computer program for recognizing dogs in photographs identifies eight dogs in a picture containing 12 dogs and some cats. Of the eight dogs identified, five actually are dogs (true positives), while the rest are cats (false positives). The program's precision is ⅝ while its recall is 5/12. When a search engine returns 30 pages only 20 of which were informative while failing to return 40 additional informative pages, its precision is 20/30=⅔ while its recall is 20/60=⅓. Therefore, in this case, precision is ‘how useful the search results are’, and recall is ‘how complete the results are.’” The F1 score (also F-score or F-measure) is a measure of a test's accuracy. It considers both the precision and the recall of the test to compute the score: F1=2×((precision×recall)/(precision+recall)) and is the harmonic mean of precision and recall. The F1 score reaches its best value at 1 (perfect precision and recall) and worst at 0.

Analyzing Request and Response Pairs

FIG. 7 depicts an exemplary discourse tree for an example request about property tax in accordance with an aspect. The node labels are the relations and the arrowed line points to the satellite. The nucleus is a solid line. FIG. 7 depicts discourse tree 700, which represents the following text.

Request: “My husbands’ grandmother gave him his grandfather's truck. She signed the title over but due to my husband having unpaid fines on his license, he was not able to get the truck put in his name. I wanted to put in my name and paid the property tax and got insurance for the truck. By the time it came to sending off the title and getting the tag, I didn't have the money to do so. Now, due to circumstances, I am not going to be able to afford the truck. I went to the insurance place and was refused a refund. I am just wondering that since I am not going to have a tag on this truck, is it possible to get the property tax refunded?”

Response: “The property tax is assessed on property that you own. Just because you chose to not register it does not mean that you don't own it, so the tax is not refundable. Even if you have not titled the vehicle yet, you still own it within the boundaries of the tax district, so the tax is payable. Note that all states give you a limited amount of time to transfer title and pay the use tax. If you apply late, there will be penalties on top of the normal taxes and fees. You don't need to register it at the same time, but you absolutely need to title it within the period of time stipulated in state law.”

As can be seen in FIG. 7 , analyzing the above text results in the following. “My husbands' grandmother gave him his grandfather's truck” is elaborated by “She signed the title over but due to my husband” elaborated by “having unpaid fines on his license, he was not able to get the truck put in his name.” which is elaborated by “I wanted to put in my name,” “and paid the property tax”, and “and got insurance for the truck.”

“My husbands' grandmother gave him his grandfather's truck. She signed the title over but due to my husband having unpaid fines on his license, he was not able to get the truck put in his name. I wanted to put in my name and paid the property tax and got insurance for the truck.” is elaborated by;

“I didn't have the money” elaborated by “to do so” contrasted with

“By the time” elaborated by “it came to sending off the title” “and getting the tag”

“My husbands' grandmother gave him his grandfather's truck. She signed the title over but due to my husband having unpaid fines on his license, he was not able to get the truck put in his name. I wanted to put in my name and paid the property tax and got insurance for the truck. By the time it came to sending off the title and getting the tag, I didn't have the money to do so” is contrasted with

“Now, due to circumstances,” elaborated with “I am not going to be able to afford the truck.” which is elaborated with

“I went to the insurance place”

“and was refused a refund”

“My husbands' grandmother gave him his grandfather's truck. She signed the title over but due to my husband having unpaid fines on his license, he was not able to get the truck put in his name. I wanted to put in my name and paid the property tax and got insurance for the truck. By the time it came to sending off the title and getting the tag, I didn't have the money to do so. Now, due to circumstances, I am not going to be able to afford the truck. I went to the insurance place and was refused a refund.” is elaborated with

“I am just wondering that since I am not going to have a tag on this truck, is it possible to get the property tax refunded?”

“I am just wondering” has attribution to

“that” is the same unit as “is it possible to get the property tax refunded?” which has condition “since I am not going to have a tag on this truck”

As can be seen, the main subject of the topic is “Property tax on a car”. The question includes the contradiction: on one hand, all properties are taxable, and on the other hand, the ownership is somewhat incomplete. A good response has to address both topic of the question and clarify the inconsistency. To do that, the responder is making even stronger claim concerning the necessity to pay tax on whatever is owned irrespectively of the registration status. This example is a member of positive training set from our Yahoo! Answers evaluation domain. The main subject of the topic is “Property tax on a car”. The question includes the contradiction: on one hand, all properties are taxable, and on the other hand, the ownership is somewhat incomplete. A good answer/response has to address both topic of the question and clarify the inconsistency. The reader can observe that since the question includes rhetoric relation of contrast, the answer has to match it with a similar relation to be convincing. Otherwise, this answer would look incomplete even to those who are not domain experts.

FIG. 8 depicts an exemplary response for the question represented in FIG. 7 , according to certain aspects of the present invention. FIG. 8 depicts discourse tree 800. The central nucleus is “the property tax is assessed on property” elaborated by “that you own”. “The property tax is assessed on property that you own” is also a nucleus elaborated by “Just because you chose to not register it does not mean that you don't own it, so the tax is not refundable. Even if you have not titled the vehicle yet, you still own it within the boundaries of the tax district, so the tax is payable. Note that all states give you a limited amount of time to transfer title and pay the use tax.”

The nucleus “The property tax is assessed on property that you own. Just because you chose to not register it does not mean that you don't own it, so the tax is not refundable. Even if you have not titled the vehicle yet, you still own it within the boundaries of the tax district, so the tax is payable. Note that all states give you a limited amount of time to transfer title and pay the use tax.” is elaborated by “there will be penalties on top of the normal taxes and fees” with condition “If you apply late,” which in turn is elaborated by the contrast of “but you absolutely need to title it within the period of time stipulated in state law.” and “You don't need to register it at the same time.”.

Comparing the DT of FIG. 7 and DT of FIG. 8 , enables a determination of how well matched the response (FIG. 8 ) is to the request (FIG. 7 ). In some aspects of the present invention, the above framework is used, at least in part, to determine the DTs for the request/response and the rhetoric agreement between the DTs.

In another example, the question “What does The Investigative Committee of the Russian Federation do” has at least two answers, for example, an official answer or an actual answer.

FIG. 9 illustrates a discourse tree for an official answer in accordance with an aspect. FIG. 9 depicts a discourse tree 900 for an official answer, or mission statement, that states “The Investigative Committee of the Russian Federation is the main federal investigating authority which operates as Russia's Anti-corruption agency and has statutory responsibility for inspecting the police forces, combating police corruption and police misconduct, is responsible for conducting investigations into local authorities and federal governmental bodies.”

FIG. 10 illustrates a discourse tree 1000 for a raw answer in accordance with an aspect. As depicted in FIG. 10 , another, perhaps more honest, answer states that “Investigative Committee of the Russian Federation is supposed to fight corruption. However, top-rank officers of the Investigative Committee of the Russian Federation are charged with creation of a criminal community. Not only that, but their involvement in large bribes, money laundering, obstruction of justice, abuse of power, extortion, and racketeering has been reported. Due to the activities of these officers, dozens of high-profile cases including the ones against criminal lords had been ultimately ruined.”

The choice of answers depends on context. Rhetoric structure allows differentiating between “official”, “politically correct”, template-based answers and “actual”, “raw”, “reports from the field”, or “controversial” answers. (See FIGS. 9 and 10 ). Sometimes, the question itself can give a hint about which category of answers is expected. If a question is formulated as a factoid or definitional one, without a second meaning, then the first category of answers is suitable. Otherwise, if a question has the meaning “tell me what it really is,” then the second category is appropriate. In general, after extracting a rhetoric structure from a question, selecting a suitable answer that would have a similar, matching, or complementary rhetoric structure is easier.

The official answer is based on elaboration and joints, which are neutral in terms of controversy a text might contain (See FIG. 9 ). At the same time, the row answer includes the contrast relation. This relation is extracted between the phrase for what an agent is expected to do and what this agent was discovered to have done.

Extended Discourse Trees

Aspects of the present disclosure facilitate navigating an extended discourse tree built from a corpus of relevant content such as multiple documents. Extended discourse trees are a combination of discourse trees of individual textual units (e.g., paragraphs) from multiple documents. Aspects use extended discourse trees to not only allow zooming in based on keywords but also on navigating in or out or back based on how documents are interconnected, thereby enabling an autonomous agent to provide content navigation such as guided search.

FIG. 16 depicts an example of an extended discourse tree, in accordance with an aspect. FIG. 16 depicts extended discourse tree 1600. Extended discourse tree 1600 includes groups 1600, 1620, 1630, 1640, and 1650. Each group includes a document and a discourse tree generated from the document. For example, group 1610 includes discourse tree 1616 and document 1612, group 1620 includes discourse tree 1621 and document 1622, and so on.

In addition to links between within particular discourse trees, e.g., discourse trees 1616, 1621, 1631, 1641, and 1651, extended discourse tree 1600 includes inter-discourse tree links 1661-1664 and associated inter-document links 1671-1674. As explained further with respect to FIG. 12 , discourse navigation application 122 constructs discourse trees 1616-1615. Discourse tree 1616 represents document 1612, discourse tree 1621 represents document 1622, and so on. Extended discourse tree 1600 is built by building a discourse tree for each paragraph or document.

Inter-discourse tree link 1661 connects discourse tree 1616 and 1621, inter-discourse tree link 1662 connects discourse tree 1621 and 1631, inter-discourse tree link 1663 connects discourse tree 1616 and 1641, and inter-discourse tree link 1664 connects discourse tree 1621 and 1651. Based on inter-discourse tree links 1661-1664, discourse navigation application 122 creates inter-document links 1671, 1672, 1673, and 1674, which correspond to inter-discourse tree links 1661, 1662, 1663, and 1664 respectively. Inter-document links 1671-1674 can be used to navigate documents 1612, 1622, 1632, 1642, and 1652.

Discourse navigation application 122 determines one or more entities within a first discourse tree of the discourse trees 1616-1615. Examples of entities include places, things, people, or companies. Discourse navigation application 122 then identifies the same entities present in the other discourse trees. Based on the determined entities, discourse navigation application 122 determines a rhetorical relationship between each matching entity.

For example, if an entity “San Francisco” occurs in document 1612, e.g., “San Francisco is in California,” and document 1622 further explains that “San Francisco has a moderate climate but can be quite windy,” discourse navigation application 122 would determine that the rhetorical relationship between the entity “San Francisco” is one of “elaboration” and mark links 1661 and 1671 as “elaboration.” Continuing the example, discourse navigation application 122 determines links 1662-1664 and corresponding links 1672-1674 based on determined rhetorical relations. Discourse navigation application 122 combines the discourse trees of the paragraphs of the documents to form extended discourse tree 1600.

By using the links in extended discourse tree 1600, discourse navigation application can navigate between paragraphs of the same document or between documents, e.g., document 1612 and 1622. For example, if a user is interested in more information on a particular topic, discourse navigation application 122 navigates through an elaboration rhetorical relation from nucleus to satellite within a paragraph or an elaboration rhetorical relation hyperlink to a document that offers more specific information on the topic.

Conversely, if a user decides that a suggested topic is not exactly what is needed, the user can return to a higher-level view of the documents (e.g., from satellite to nucleus, or from narrow document to broad document). In turn, discourse navigation application 122 navigates an elaboration relationship in the opposite order, i.e., from a satellite to the nucleus at either the paragraph or between documents. Similarly, discourse navigation application 122 facilitates other navigation options such as relying on contrast or condition rhetorical relationships for exploring controversial topics.

To build rhetoric links between text fragments in different paragraphs or documents, discourse navigation application 122 identifies a relationship between entities by using a fictitious text fragment, or a temporary paragraph, from the respective text fragments of the original paragraph and perform coreference analysis and discourse parsing on the paragraph.

FIG. 17 depicts a flowchart of an example of a process 1700 for creating an extended discourse tree, in accordance with an aspect. The input of process 1700 is a set of documents, and an output is an extended discourse tree, which is encoded as a regular discourse tree with the labels of document identification for each node. For example purposes, process 1700 is described with respect to two documents, e.g., documents 110 a-b, but process 1700 can use any number of documents.

At block 1701, process 1700 involves accessing a first document and a second document. Examples of documents include texts, books, news articles, and other electronic documents.

In an aspect, discourse navigation application 122 selects documents that are similar or identical in topic. For example, discourse navigation application 122 can determines a content score for each document, e.g., by determining similarity in keywords between documents. For example, discourse navigation application 122 determines that a first content score for the first document and a second content score for the second document are within a threshold and based on the similarity, uses the first and second documents to create an extended discourse tree.

In an aspect, discourse navigation application 122 performs document analysis that includes the generation of document trees representing the sentential and phrasal structure of the document. Rhetorical relations associated with an inter-document link can determine different navigation scenarios. By default, elaboration can be used. Discourse navigation application 122 offer a link to another document that is related by an attribution relation if the user is interested in questions such as “why,” or “how.” Discourse navigation application 122 can offer a link to a document that is related by a contrast relation if a user expresses disagreement with an originally presented document or asks for a document that provides a counterpoint to the current document.

In a further aspect, discourse navigation application 122 obtains the first and second document by executing a user query. Examples of user queries include “climate change” or “documents on linguistics.”

At block 1702, process 1700 involves creating a first discourse tree for a first paragraph of a first document. Discourse navigation application 122 accesses a paragraph from the first document. Each sentence of the paragraph includes fragments, or elementary discourse units. At least one fragment includes a verb. Each word in the fragment includes role, e.g., the function, of the word within the fragment. Discourse navigation application 122 generates a discourse tree that represents rhetorical relationships between the fragments. The discourse tree includes multiple nodes, each nonterminal node representing a rhetorical relationship between two fragments and each terminal node associated with one of the fragments. Discourse navigation application 122 continues in this manner, building a set of discourse trees for each paragraph in the first document. Process 1700 is described with respect to a paragraph as a unit of text but other sizes of text can be used.

At block 1703, process 1700 involves creating second discourse tree for a second paragraph of a second document. At block 1703, process 1700 performs substantially similar steps for the second document as performed for the first document at block 1702. In the case that process 1700 creates an extended discourse tree for more than two documents, process 1700 performs the functions described at block 1702 on multiple documents. Process 1700 can iterate through all pairs of discourse trees in the set of discourse trees where each discourse tree corresponds to a document. Pairs of discourse trees can be represented by:

DT_(i) and DT_(j)∈DTA.

At block 1704, process 1700 involves determining an entity and a corresponding first elementary discourse unit from the first discourse tree. Various methods can be used such as keyword processing (searching for one of a list of predefined keywords in the sentences of the first document), using a trained machine-learning model, or searching an internet resource. Discourse navigation application 122 identifies all noun phrases and named entities in the discourse trees DT_(i) and DT_(j).

In an example, discourse navigation application 122 extracts a noun phrase from the discourse tree. Discourse navigation application 122 then classifies the noun phrase as either (i) an entity or (ii) not an entity by using a trained machine learning model.

At block 1705, process 1700 involves determining, in the second discourse tree, a second elementary discourse unit that matches the first elementary discourse unit. More specifically, discourse navigation application 122 computes overlap and identify common entities E_(i,j) between DT_(i) and DT_(j). Discourse navigation application 122 establishes relationships between occurrences of entities in E_(i,j) such as equals, sub-entity, or part-of. Discourse navigation application 122 then forms inter-paragraph rhetorical links R(E_(i,j)) for each entity pair occurrence in E_(i,j).

At block 1706, process 1700 involves responsive to determining a rhetorical relationship between the first elementary discourse unit and the second elementary discourse unit, linking the first discourse tree and the second discourse tree via the rhetorical relationship, thereby creating an extended discourse tree. More specifically, discourse navigation application 122 classifies a rhetorical relation for each rhetorical link by forming a merging of text fragments, e.g., EDU(E_(i)) and EDU(E_(j)), building its DT and using recognized relation label for this rhetorical link.

In an aspect, discourse navigation application 122 combines the first elementary discourse unit and the second elementary discourse unit into a temporary paragraph. Discourse navigation application 122 then determines a rhetorical relationship between the first and second elementary discourse units within the temporary paragraph by applying discourse parsing to the temporary paragraph.

In a further aspect, responsive to not determining a rhetorical relationship, discourse navigation application 122 creates a default rhetorical relationship of type elaboration between the first elementary discourse unit and the second elementary discourse unit and links the first discourse tree and the second discourse tree.

In an aspect, discourse navigation application 122 performs automated building and categorizing of links between textual spans across documents. Here the following family of approaches can be used: lexical distance, lexical chains, information extraction, and linguistic template matching. Lexical distance can use a cosine similarity across pairs of sentences, and lexical chains can be more robust leveraging synonymy and hypernymy.

Extended discourse trees can form relationships between two or more documents at different levels of granularity. For example, relationships can be determined between elementary discourse units, as described with respect to process 1700. Additionally, extended discourse trees can represent relationships between words, sentences, paragraphs, sections of documents, or entire documents. As depicted, each individual graph consists of smaller subgraphs for each individual document. Links are shown that represent logical connection between topics within a single document.

FIG. 18 also depicts relationships between textual units of documents at different levels of granularity, in accordance with an aspect. FIG. 18 depicts discourse trees 1801, 1802, and 1803, each corresponding to a separate document. FIG. 18 also depicts various inter-document links, such as word link 1810 that links words in discourse trees 1802 and 1803, paragraph/sentence link 1811 that links paragraphs or sentences in documents 1801 and 1802, phrasal link 1812 that links phrases in documents 1801 and 1803, and cross-document link 1818 that links documents 1801 and 1803. Discourse navigation application 122 can use links 1810-1818 to navigate between documents 1801-1803.

Using Extended Discourse Trees for Navigation

Extended discourse trees such as those created by process 1700 can be used to navigate documents or other bodies of text. Extended discourse trees enable different applications such as autonomous agents, improved search and navigation, and question-answer coordination.

FIG. 19 depicts a flowchart of an example of a process 1900 for using an extended discourse tree to navigate between documents, in accordance with an aspect.

At block 1901, method 1900 involves accessing an extended discourse tree representing multiple documents. As described with respect to process 1200, an extended discourse tree can include a first discourse tree for a first document and a second discourse tree for a second document and a set of links between the documents representing rhetorical relations.

In an aspect, the documents can be responsive to a particular user question or query. Discourse navigation application 122 can perform a search of a set of documents, database, or internet resource to determine relevant documents. Additionally, discourse navigation application 122 can use the question or query as the first document and a document that includes an answer to the question or query as the second document.

At block 1902, method 1900 involves determining, from the extended discourse tree, a first elementary discourse unit that is responsive to a query from a user device and a first position that corresponds to the first elementary discourse unit. Determining a first elementary discourse unit can involve matching one or more keywords from the query in the first elementary discourse unit. For example, if a threshold number of keywords in the query match an elementary discourse unit, then the elementary discourse unit is selected.

For example, discourse navigation application 122 receives a user query, e.g., “Atlanta.” Discourse navigation application 122 determines a first elementary discourse unit that includes the entity “Atlanta.” Discourse navigation application 122 then determines the associated position within the first discourse tree. Position can be indicated by different means such as a node number or an ordered pair that includes a document identifier and a paragraph identifier.

At block 1903, method 1900 involves determining, from the extended discourse tree, a set of navigation options. The options can include rhetorical relations between elementary discourse units within a document such as a first rhetorical relationship between the first elementary discourse unit and a second elementary discourse unit of the first discourse tree. Options can also include rhetorical relations between documents such as a second rhetorical relationship between the first elementary discourse unit of the first discourse tree and a third elementary discourse unit of the second discourse tree.

Continuing the above example, discourse navigation application 122 determines that two options are available: one within the first discourse tree that elaborates on “Atlanta,” e.g., “the Atlanta Braves” and another in the second discourse tree that includes further information on “Georgia Tech.”

At block 1904, method 1900 involves presenting the first and second rhetorical relationships to a user device. Continuing the above, example, user device 170 presents “the Atlanta Braves,” and “Georgia Tech,” to the user.

At block 1905, method 1900 involves responsive to (i) receiving, from a user device, a selection of the first rhetorical relationship, presenting the second elementary discourse unit to the user device, or (ii) receiving, from the user device, a selection of the second rhetorical relationship, presenting the third elementary discourse unit to the user device.

Continuing the above example, user device 170 receives a selection of “Georgia Tech,” and in response, discourse navigation application 122 provides the elementary discourse unit corresponding to “Georgia Tech,” e.g., “Georgia Tech is a research university in Atlanta,” to user device 170.

In an aspect, discourse navigation application 122 uses the selected result to perform further analysis. For example, based on the selection of “Georgia Tech,” discourse navigation application can search for entities related to “Georgia Tech” in one or more documents or search for additional documents to analyze and optionally integrate into the extended discourse tree.

Applications of Extended Discourse Trees to Autonomous Agents

Autonomous agents are designed to imitate human intellectual activity maintaining a dialogue. Agents can operate in an iterative manner to provide efficient and effective information for users. Existing solutions for implementing autonomous agents, including those that use deep learning of word sequences in dialogs, attempt to build a plausible sequence of words to respond to a user query. In contrast, certain aspects described herein use extended discourse trees to enable an agent to guide a user to navigate to an appropriate answer as fast as possible.

For example, if a user formulates the following query “Can I pay with one credit card for another,” the agent attempts to recognize user intent and a background knowledge about this user to establish a proper context. For example, an individual may wish to pay with one credit card for another to avoid late payment fee when cash is unavailable. Instead of giving answers in the form of snippets with links to relevant web pages to this question like major search engines do, certain aspects provide topics of answers for a user to choose from. Such topics gives a user a chance to assess how his request was understood on one hand and what are the knowledge area associated with her question on the other hand. In our examples, topics include “balance transfer”, “using funds on a checking account”, or “canceling your credit card.” A user is prompted to select a clarification option, drill into either of these options, or decline all options and request a new set of topics which the agent can identify.

Using extended discourse trees, discourse navigation application 122 can start with the root node of a discourse tree that represents a section of text that matches the user query most closely. Then, discourse navigation application 122 builds a set of possible topics by extracting phrases from elementary discourse units which are satellites of the root node of the discourse tree. If the user accepts a given topic, the navigation continues along the chosen edge of the graph. Otherwise, if no topic covers the user interest, discourse navigation application 122 navigates backward in the extended discourse tree and proceeds to another other section or another document that matched the original user query.

FIG. 20 depicts an example of an autonomous agent using an extended discourse tree to answer user questions, in accordance with an aspect. FIG. 20 depicts chat window 2000, which includes messages 2001-2006. Messages 2001, 2003, and 2005 are sent by user device 170 and messages 2002, 2004, and 2006 are sent by the autonomous agent implemented by discourse navigation application 122.

As can be seen, user device 170 initiates a conversation the agent by sending message 2001 that states “I am broke and out of money.” The agent navigates an extended discourse tree, finds the topic in a first discourse tree within the extended discourse tree, and determines several topics that are responsive to message 2001.

As illustrated in message 2002, topics include “Is out of your financial reach,” “Bad decisions have consequences,” “What I learned from being broke,” “Life after broke,” “Suffering from breakup issues with different guys,” “Cut your existing bills.” Each topic is determined by navigating links in the extended discourse tree. Each topic can be in the first discourse tree or another discourse tree, as the extended discourse tree includes links between documents and within documents.

With message 2003, user device 170 selects the “cut bills” option from the options provided by the agent. Then, the agent provides user device 170 with a paragraph of associated text. This process continues as illustrated by messages 2004-2006.

Applications of Extended Discourse Trees to Search and Content Exploration

On the web, information is usually represented in web pages and documents, with certain section structure. Answering questions, forming topics of candidate answers and attempting to provide an answer based on user selected topic are the operations which can be represented with the help of a structure which includes discourse trees of texts involved. When a certain portion of text is suggested to a user as an answer, this user might want to drill in something more specific, ascend to a more general level of knowledge or make a side move to a topic at the same level. These user intents of navigating from one portion of text to another can be represented as coordinate or subordinate discourse relations between these portions.

Aspects of the present disclosure improve access times for web-based search. For example, aspects can dynamically organize chunks of text from various webpages and documents into a tree form so that depending on user's choice the system navigates to the intended terminal leaf of this tree as fast as possible. Additionally, if a user describes her problem in multiple sentences, the autonomous agent attempts to address this problem by finding an answer whose rhetoric structure is coordinated with that of the questions. By doing that, the agent is providing answers not only about the entities from questions but also matching logical inter-relationships between them.

Content Exploration

In an aspect, extended discourse trees are used to facilitate content exploration. In an example, user device 170 receives a question from a user “What is faceted search?” The user desires to understand how faceted search operates and therefore would like to become fluent with other associated concepts.

In response, discourse navigation application 122 provides further content exploration or search options. Discourse navigation application 122 determines a relevant set of documents by forming an extended discourse tree.

FIG. 21 depicts an example of an extended discourse tree, in accordance with an aspect. FIG. 21 depicts extended discourse tree 2100, which includes discourse trees 2102, 2103, and 2104. Each discourse tree 2102-2104 is created from a specific paragraph of text. In this example, discourse navigation application 122 creates individual discourse trees 2102-2104 from different paragraphs of text. However, different size units of text are possible such as sentences or multiple paragraphs.

More specifically, discourse navigation application 122 creates discourse tree 2103 from the following text that relates to the topic of faceted search: “Facets correspond to properties of the information elements. They are often derived by analysis of the text of an item using entity extraction techniques or from pre-existing fields in a database such as author, descriptor, language, and format. Thus, existing web-pages, product descriptions or online collections of articles can be augmented with navigational facets.”

Additionally, discourse navigation application 122 creates discourse tree 2102 from the following text that also relates to the topic of faceted search: “Within the academic community, faceted search has attracted interest primarily among library and information science researchers, but there is a limited interest of computer science researchers specializing in information retrieval.”

Discourse navigation application 122 creates discourse tree 2104 from the following text that relates to the topic of entity extraction: “Entity extraction, also known as entity name extraction or named entity recognition, is an information retrieval technique that refers to the process of identifying and classifying key elements from text into pre-defined categories.”

From the created discourse trees, discourse navigation application 122 identifies the following additional entities for content exploration: (1) entity extraction, (2) information retrieval, (3) pre-existing fields in a database, and (4) augmented with navigational facets. More specifically, discourse navigation application 122 determines that these entities are related by elaboration relations and creates links 2120-2123. Information retrieval, represented by node 2111, elaborates on faceted search, represented by node 2110, therefore link 2120 connects nodes 2110 and 2111. Entity extraction, represented by node 2113 elaborates on faceted search, represented by node 2112, therefore link 2121 connects nodes 2112 and 2113. Information retrieval, represented by node 2115, elaborates on entity extraction, node 2114, therefore link 2123 relates connects nodes 2114 and 2115. Finally, discourse navigation application 122 that node 2115 elaborates on entity extraction, therefore discourse navigation application 122 creates an inter-discourse tree link 2122 that connects nodes 2113 and 2115.

Discourse navigation application 122 provides the entities to user device 170. User device 170 provides the entities to a user, who can either follow a link to land on a single piece of information or run a new search to get to multiple search results to choose from. For example, starting at “faceted search,” user device 170 can navigate to information retrieval (e.g., via link 2120 to node 2111), entity extraction (e.g., via link 2121 from node 2112 to node 2113), to information retrieval (via link 2122), or to further information on information retrieval (via link 2123 to node 2115).

Creating Additional Extended Discourse Trees

Discourse navigation application 122 can construct additional extended discourse trees from existing extended discourse trees. More specifically, by using machine learning model 130, discourse navigation application 122 can create an extended discourse tree based on discourse trees for text that is in a first domain (e.g., engineering) by using a set of extended discourse trees for text that is in a second domain (e.g., law).

In an example process, discourse navigation application 122 accesses a first discourse tree representing a first document of a set of documents and a second discourse tree representing a second document from the set of documents.

Continuing the example, the discourse navigation application 122 obtains a reference extended discourse tree from a set of extended discourse trees by applying the first discourse tree and the second discourse tree to a trained classification mode, e.g., machine learning model 130. The set of extended discourse trees includes multiple extended discourse trees created by a process such as process 1700. More specifically, the classification model iterates through the set of extended discourse trees to identify a first candidate discourse tree and a second candidate discourse tree. The classification model identifies the first candidate discourse tree and the second candidate discourse tree as a best match for the first discourse tree and the second discourse tree. The classification model can use different models such as classifiers or nearest neighbor, etc.

Continuing the example, the discourse navigation application 122 determines, from the reference extended discourse tree, one or more links between the first reference discourse tree and the second reference discourse tree. Links can be determined by using process 1700 (e.g., block 1706). The discourse navigation application 122 then propagates the links to the first discourse tree and the second discourse tree, thereby creating an extended discourse tree. In this manner, discourse navigation application 122 has created an extended discourse tree by identifying an extended discourse tree that includes discourse trees that are similar to the first and second discourse tree and then by generating appropriate inter-discourse tree links.

Datasets for Evaluation

We experiment with the TREC datasets of the Web 2009 (queries 1-50) and Web 2010 (queries 51-100) tracks, that contain collectively 100 queries and their relevance assessments on the Clueweb09 cat. B dataset2 (50,220,423 web pages in English crawled between January and February 2009). We choose these datasets because they are used widely in the community, allowing comparisons with state-of-the-art. We remove spam using the spam rankings of Cormack et al. with the recommended setting of percentile score<70 indicating spam3. We consider a subset of this collection, consisting of the top 1000 documents that have been retrieved in response to each query by the baseline retrieval model on tuned settings (described in section 4.1.2) using the Indri IR system.

We formed a dataset of Q/A pairs related to car repair recommendations. These pairs were extracted from dialogues as first and second utterance, so that the question is seven-fifteen keywords and answer is three to six sentences. This resource was obtained to train a dialog support system but it also proved to be useful to evaluate search. This dataset is scraped from (CarPros 2017) and is available at (Github Car Repair Dataset 2017).

Answer (Webscope 2017) is a set of question-answer pairs with broad topics. Out of the set of 140 k user questions we selected 3300 of those, which included three to five sentences. Answers for most questions are fairly detailed so no filtering by sentence length was applied to answers.

Our social media dataset includes the Request-Response pairs mainly from postings on Facebook. We also used a smaller portion of LinkedIn.com and vk.com conversations related to employment. In the social domains the standards of writing are fairly low. The cohesiveness of text is very limited and the logical structure and relevance frequently absent. The authors formed the training sets from their own accounts and also public Facebook accounts available via API over a number of years (at the time of writing Facebook API for getting messages is unavailable). In addition, we used 860 email threads from Enron dataset. Also, we collected the data of manual responses to postings of an agent which automatically generates posts on behalf of human users-hosts. We formed 4000 pairs from the various social network sources.

The dataset of financial questions is scraped from Fidelity.com. This dataset would demonstrate how search relevance improvement may occur in a vertical domain with a reasonable coverage. We compared the efficiency of information access using the proposed chat bot in comparison with a major web search engines such as Google, for the queries where both systems have relevant answers. For a search engines, misses are search results preceding the one relevant for a given user. For a chat bot, misses are answers which causes a user to choose other options suggested by the agent, or request other topics.

The topics of question included personal finance. Twelve users (author's colleagues) asked the agent 15-20 questions reflecting their financial situations, and stopped when they were either satisfied with an answer or dissatisfied and gave up. The same questions were sent to Google, and evaluators had to click on each search results snippet to get the document or a webpage and decide on whether they can be satisfied with it.

The structure of comparison of search efficiency for the chat bot vs the search engine is shown in Table 4. The top portion of arrows shows that all search results (on the left) are used to form a list of topics for clarification. The arrow on the bottom shows that the bottom answer ended up being selected by the chat bot based on two rounds of user feedback and clarifications.

FIG. 22 depicts a comparison between navigation using a search engine and navigation using an autonomous agent enabled with extended discourse trees, in accordance with an aspect. FIG. 22 depicts comparison 2200, which includes question 2201 presented to a search engine, results 2102-2105 gathered in response to the search, interactions 2201-2206 between user, and autonomous agent. The arrows show how multiple search results on distinct topics converged into a single clarification request enumerating automatically extracted topics.

Instead of looking into all search results to find the relevant one (using a search engine, on the left), a user answers a clarification request composed by the agent and drills into his topic of interest (on the right). The arrows show how multiple search results on distinct topics are converged into a single clarification request enumerating automatically extracted topics. A selected topic would then navigate a user to a new document or a new section of the same document.

TABLE 4 Comparison of the time spent and a number of iterations for the chat bot of this demo proposal and Google search in the domain of personal finance. Conventional Parameter/search engine web search Chat bot Average time to satisfactory 45.3 58.1 search result, sec Average time of unsatisfactory 65.2 60.5 search session (ended in giving up and starting a new search,) sec Average number of iterations 5.2 4.4 to satisfactory search result Average number of iterations to 7.2 5.6 unsatisfactory search result

One can observe in Table 4 that the chat bot's time of knowledge exploration session is longer than search engines'. Although it might seem to be less beneficial for users, businesses prefer users to stay longer on their websites, since the chance of user acquisition grows. Spending 7% more time on reading agent answers is expected to allow a user to better familiarize himself with a domain, especially when these answers follow the selections of this user. The number of steps of an exploration session for agent is a quarter of what is required by a search engine. Traditional ways to measure search engine performance such as MAP and NDCG are also applicable for a comparison between conventional search engines and chat bots with respect to efficiency of information access (Sakai 2007). Using a chat bot with extended discourse tree-driven navigation is an efficient and fruitful way of information access, in comparison with conventional search engines and chat bots focused on imitation of a human intellectual activity.

Dialogue Management Using Discourse Trees

As discussed, certain aspects relate to using discourse trees or communicative discourse trees to navigate text. An example of an application is data exploration. In some task-oriented domains, an objective is to fully inform a user about a particular important piece of information. Further, believability of the information is helpful. The user should believe the information that is being provided. To facilitate this, autonomous agents can rely on text relating to rhetorical relations of types explanation and argumentation in certain cases. In this manner, autonomous agents can navigate a user through possible disagreements and misunderstandings to ensure that an issue is fully explained.

In a more specific example, rather than providing the whole paragraph of text to a user, an autonomous agent can divide the text into logical parts, determined by using discourse trees, and provide relevant parts of text to the user on a part-by-part basis, thereby improving an educational value of the text. The agent uses the discourse tree (DT), which provides a structure for how the author of the text organized her thoughts. As discussed, a DT is a labeled tree in which the leaves correspond to contiguous units for clauses (elementary discourse units, EDUs). Adjacent EDUs, as well as higher-level (larger) discourse units, are organized in a hierarchy by rhetorical relation (e.g., Reason, Temporal sequence). An anti-symmetric relation involves a pair of EDUs: nuclei, which are core parts of the relation, and satellites, which are the supportive parts of the rhetorical relation. A satellite is delivered by the autonomous agent to a user as an utterance when a corresponding nucleus has already been received and acknowledged by the user. Rhetorical relations are applied recursively in a text, until all units in that text are constituents in rhetorical relations. Therefore, a discourse tree includes a top-level relation that encompasses other relations at lower levels.

Further, some aspects use communicative discourse trees (CDTs). CDTs are designed to combine rhetorical information with speech act structures to CDTs are DTs with arcs labeled with expressions for communicative actions. These expressions are logic predicates expressing the agents involved in the respective speech acts and their subjects. The purpose of adding these labels is to incorporate the speech act—specific information into DTs so that their learning occurs over a richer features set than just rhetorical relations and syntax of elementary discourse units (EDUs).

As discussed rhetorical relations act between a nucleus and a satellite can be considered the most important parts of text whereas satellites contribute to the nuclei and are secondary. A nucleus contains basic information and satellite contains additional information about nucleus. The satellite can often be incomprehensible without the corresponding nucleus. By contrast, a text where a satellites have been deleted can be understood to a certain extent. Hence the content delivery should generally be established in a way that nucleus is delivered first and satellite second. If the user is explicitly asking about a topic which occurs in a satellite, the satellite can be delivered but its nucleus should be given in one form or another as well.

Navigating a body of text can be done in a linear fashion: starting from the first phrase or sentence fragment, and finishing with the last phrase or fragment. But by navigating in this manner, the user is not presented information from general to specific (including attributes and relations between entities). Hence, certain aspects improve readability and comprehensibility by using discourse-based techniques. Additionally or alternatively, a user intent is determined from user utterances. Determining intent is useful in navigating text in a manner that keeps a user engaged in listening or reading. A list of user intents is presented in Table 5.

TABLE 5 Basic user intents User Intent   Ask for a specific topic Confirm that topic is familiar Confirm that there is an interest in a topic Go to more details/zoom in Learn a reason Learn a consequence Learn an argument for a claim Disagree with a statement

FIG. 23 depicts a flowchart of an example of a process 2300 for using a discourse tree to navigate within a document, in accordance with an aspect. Process 2300 can be used to traverse a discourse tree and provide information to satisfy a user's intent as the intent changes throughout navigation.

At block 2301, process 2300 involves making an introduction and providing a main topic of a text to a user device. In an example, discourse navigation application 122 accesses input documents 110 a-n, identifies the main topic from one or more of the input documents 110 a-n, and provides the topic to user device 170.

Discourse navigation application 122 implements an autonomous agent. Navigating a discourse tree of text T is an efficient way to communicate the content of the text. The agent commences by making an introduction and then providing the main topic M_(T). In an aspect, the introduction includes an encouragement to the user to continue conversation, such as a question or a knowledge sharing request.

The main topic can be obtained from the discourse tree. As discussed with respect to process 1500, creating a discourse tree involves identifying fragments, or elementary discourse units, from the text. Each discourse tree includes a root node (normally shown at the top of the graph), nonterminal nodes, and terminal nodes, Each nonterminal node represents a rhetorical relationship between two of the fragments. Each terminal node is associated with one of the fragments (e.g., represents text of a fragment).

To form a main topic, the discourse navigation application 122 calculates for each node of the subset of terminal nodes, a respective path length from the root node. The discourse navigation application 122 identifies, from the subset of terminal nodes, a topic node having a path length that is a smallest path length of the path lengths. The discourse navigation application 122 then determines, from the topic node, a topic of the discourse tree by extracting a noun phrase from the nucleus elementary discourse unit associated with the topic node.

At block 2302, process 2300 involves receiving a user utterance and determining a user intent. For instance, the agent can ask whether the user wants more details, whether the user disagrees, etc. The user can ask for more details E_(T), disagree E_(T) or ask a question on a topic outside of the scope of this text O_(T).

Determining intent can involve machine-learning or algorithmic techniques. For instance, discourse navigation application 122 can provide the utterance into machine learning model 130, which can be trained to classify an utterance as a request for more details, a disagreement, a request for a specific topic, and so forth. In other cases, algorithmic techniques, e.g., a set of rules that analyze words or phrases in the utterance can be used. An example of such a technique is disclosed in co-pending U.S. patent application Ser. No. 17/162,740, entitled “Using Communicative Discourse Trees To Detect A Request For An Explanation,” which is herein incorporated by reference in its entirety.

The agent's continued encouragement to the user can depend on the rhetorical relation for the current navigation node (now, the M_(T) node). The user replies (formulates a question) in a certain form, depending on the encouragement question of the agent. Examples include:

-   -   Elaboration->Want to know more?     -   Contrast->But you know what?     -   Attribution->Do you know the source?     -   Cause/Consequence/Reason->Do you know why?

Once the user question is received by the agent, the user question is analyzed with respect to if an external knowledge source needs to be searched and/or if a machine reading comprehension approach should be initiated to find a value for a factoid question and also identify a location of an elementary discourse unit in which an answer occurs. Based on the intent, the agent determines whether a user changed the topic and whether navigation around the discourse tree is required.

At block 2303, process 2300 involves determining that the user is asking for more details (represented by I_(T)) and providing the EDU associated with an elaboration of the main topic (M_(T)). Examples of utterances that indicate a request for more details include “tell me about entity e” (where e is an entity), or “Yes, tell me more.” In some cases, machine learning can be used to classify intent.

In a more specific example, discourse navigation application 122 identifies, in the discourse tree, a parent node directly connected to the topic node. From the parent node, discourse navigation application 122 identifies, in the discourse tree, an additional terminal node that is related to the parent node via a rhetorical relation of type elaboration.

The discourse navigation application 122 extracts, from an elementary discourse unit associated with the additional terminal node, additional text and provides the additional text to the user device.

At block 2304, process 2300 involves determining that the user disagrees, providing an EDU which is connected with M_(T) or I_(T) via by Explanation or Cause. Examples of text indicating an intent of disagreement are “I disagree” or “I don't believe that.”

Continuing the example, the discourse navigation application 122 identifies, in the discourse tree, a parent node directly connected to the topic node. The discourse navigation application 122 identifies, in the discourse tree, an additional terminal node that is related to the parent node via a rhetorical relation of type explanation or type cause. The discourse navigation application 122 extracts additional text from an elementary discourse unit associated with the additional terminal node and provides the additional text to the user device. In some cases, the additional text is provided to the user device along with a statement that the agent insists the reply is correct.

At block 2305, process 2300 involves determining that the user has asked a question that is outside the scope of the topic and then answering the question as a factoid question and then providing an EDU that is an elaboration of the main topic. More specifically, if the question is outside of O_(T) then it should be answered as a factoid question but nevertheless the agent should to take the user back to T so the reply should end with Elaboration(I_(T)).

The discourse navigation application 122 identifies, in the discourse tree, a satellite elementary discourse unit associated with the topic node via the rhetorical relationship of type elaboration. The discourse navigation application 122 provides text associated with the satellite elementary discourse unit to the user device.

At block 2306, process 2300 involves determining that the user doubts the validity of the claim and then providing an EDU that is connected with the main topic by an attribution. If the claim in M_(T) is disputed, then the agent should attempt to persuade the user otherwise. Attribution(M_(T)) is an answer, informing the user about the source. Alternatively, a user might ask for a source explicitly.

Continuing the example, the discourse navigation application 122 identifies, in the discourse tree, a parent node directly connected to the topic node. The discourse navigation application 122 identifies, in the discourse tree, an additional terminal node that is related to the parent node via a rhetorical relation of type attribution. The discourse navigation application 122 extracts additional text from an elementary discourse unit associated with the additional terminal node and provides the additional text to the user device. In some cases, the additional text is provided to the user device along with a statement that the agent insists the reply is correct.

At block 2307, process 2300 involves identifying, from the utterance, that a specific topic is requested and providing a response based on current elementary discourse unit type and current rhetorical relation type. A great variability in a dialogue can be achieved by generating a specific reply for each user intent and a current position type in the discourse tree. A mapping of intent, to current node, to relation, to agent reply is shown Table 6.

Process 2300 performs operations as shown in Table 6. As shown in Table 6, if a class of intent is “ask for a specific topic,” and the current node (e.g. in the discourse tree) is a nucleus, and the associated rhetorical relation is of type elaboration, then discourse navigation application 122 can return the text of the nucleus, optionally with the prompt “do you want to learn more” or similar. As shown, other examples are possible, based on whether the current node is a nucleus or satellite, and based on the type of rhetorical relation.

TABLE 6 Selecting an utterance, given a user intent and a position in a discourse tree Class of Current intent node Relation Agent reply Ask for a nucleus Elaboration Return nucleus. specific topic Ask if want to learn more satellite Return satellite Move up from nucleus (zoom out) nucleus Condition Return nucleus Ask the user: do you know what happens if <Satellite condition part> satellite Return satellite nucleus Temporal Return nucleus sequence Ask the user: do you know what happens after/before <Satellite condition part> ? satellite This is what happened after/before <nucleus>: Return satellite Confirm that nucleus Elaboration Good you know this. Do you want to know about the topic is <satellite-entity >? familiar (user satellite Good you know this. already Move up from nucleus (zoom out) knows that) User: Yes, I nucleus Condition OK, you know it. Do you know when is <topic> know true? <topic> satellite What you know <topic> is a condition. Want to know the premise? nucleus Contrast You would think that <topic>? However, <satellite> satellite There is a controversy: on one hand, <nucleus>, but, on the other hand, <satellite> Confirm that nucleus Elaboration Return <nucleus> there is an Is there interest to learn about <satellite-entity>? interest in a satellite Return satellite topic Continue traversal User: Yes, Are you interested in <new node- entity>? tell me

At block 2308, process 2300 involves identifying, from the utterance, that a specific topic is known and providing a response based on current elementary discourse unit type and current rhetorical relation type. At block 2308, process 2300 performs operations as shown in Table 6. For example, if the user intent is identified as the topic being known, the current node type is nucleus, and the current rhetorical relation is type condition, then discourse navigation application 122 can indicate to the user that the user knows it but can ask the user if the user knows when it is true.

At block 2309, process 2300 involves identifying, from the utterance, an interest in a topic and providing a response based on current elementary discourse unit type and current rhetorical relation type. At block 2309, process 2300 performs operations as shown in Table 6. For instance, if the user confirms interest in the topic provided by the agent, and the current node is a satellite, and the rhetorical relation is of type elaboration, then discourse navigation application 122 returns text corresponding to the satellite and continues traversal.

At block 2310, process 2300 involves identifying a question about an actor, forming a CDT, and providing a response based on a communicative action. CDTs can provide additional information useful for dialogue navigation. For instance, discourse navigation application 122 can create a communicative discourse tree for the discourse tree used in process 2300.

Accordingly, the agent can access a communicative action associated with the current node, and present the user with questions generated from the communicative action. For instance, a communicative action CA=tell(Subject) implies that the Agent is informed about a subject, whereas a communicative action CA=deny(Subject))⇒Agent does not want Subject to happen.

At block 2311, process 2300 involves continuing to iterate while there are EDUs not yet provided to user device. Process 2300 iterates till no more EDU in T is left or the user terminates the conversation. If a persistence of the agent is too high in trying to take the user back to T, this user might terminate the conversation too soon. Otherwise, if the agent persistence is too low, the user would deviate from T too far and may read less content of T (EDU(T)). It is desirable to optimize the agent to maintain the optimal persistence to maximize the number of delivered EDU(T) till the conversation is abandoned by the user.

FIG. 24 depicts an exemplary discourse tree and a navigation thereof, in accordance with an aspect. FIG. 24 depicts discourse tree 2400, elementary discourse units 2401, 2402, 2403, and 2404 (other elementary discourse units are shown but not labeled), and utterances 2410-2414 (which are part of a conversation between an agent and a user). Discourse tree 2400 is shown in text-based form. A level of indentation encodes a depth of each node. Terminal nodes with EDUs are marked as ‘TEXT’ and rhetorical relations are matched as such (“attribution,” “elaboration”, etc.).

Discourse tree 2400 represents the following text: “According to BBC, China has rejected calls for an independent international investigation into the origin of the coronavirus. A top diplomat in the UK, Chen Wen explained the BBC the demands were politically motivated and would divert China attention from fighting the pandemic. However, EU believes that information about how it initially spread could help countries tackle the disease. The virus is thought to have been caused by a poor hygiene emerged at a wildlife market in the city of Wuhan.”

Utterances 2410-2413 are utterances received from a user device, for example, generated by a user in response to one or more of the elementary discourse units 2401-2404 being displayed. The first agent utterance is denoted by I_(T). Arrows lead from the user utterances 2410-2412 to the elementary discourse units that can be used as agent responses.

For example, a dialogue based on discourse tree 2400 starts with an agent presenting the text from elementary discourse units 2401 and 2402 “According to BBC, China has rejected calls for an independent international investigation into the origin of the coronavirus.” In response, the user asks, as reflected in utterance 2410 “Why would they do that? I don't believe that.” The agent identifies the intent in utterance 2410 as a request for more information. The agent identifies that elementary discourse units 2401 and 2402 provide an answer. The user then asks, at utterance 2411, “are politicians involved in this?” The agent identifies utterance 2411 as a request for more information and that elementary discourse units 2403 and 2404 include information to address the request.

Continuing the example, the user then asks “who is Chen Wen?” at utterance 2413. The agent identifies utterance 2413 as a request for information that is out of scope of the initial text. As can be seen, there is no explanation of who “Chen Wen” is in the original text.

FIG. 25 depicts an exemplary dialogue from resulting from the discourse tree depicted in FIG. 24 , in accordance with an aspect. FIG. 25 depicts conversation 2500, which takes place between an agent and a user device. Conversation 2500 includes utterances 2501-2515. Utterances 2501, 2503, 2505, 2507, 2509, 2511, 2513, 2515 are generated by the agent (e.g., via process 2300). Within these utterances, italics indicate the phrases added by the agent and the results of agent analysis of utterances and a reply selection rule/result are provided in square brackets. EDUs from the source text are written in double quotes. Utterances 2502, 2504, 2506, 2508, 2510, 2512, and 2514 are user-provided (e.g. by a user device).

As can be observed, a dialogue is plausible, although no data-driven method has been applied. It does not matter if the user deviates from the target text as long as the agent always takes the user back to the EDU and rhetorical relation which is either relevant to what the user asked or claimed, or just follows the DT navigation flow (from more important, closer to the root node, to less important).

If the user asks a question outside of the scope of the target text, the agent provides an answer from the foreign source and then also switch topic and come back to the business of the target answer, proceeding with the navigation.

The resulting sample dialogue is shown below:

-   -   Agent: China has rejected calls for an independent international         investigation into the origin of the coronavirus     -   User: Why would they do it? Don't believe that.     -   Agent: This is According to BBC     -   User: Are politicians involved in this?     -   Agent: The demands were politically motivated     -   User: Why is that?     -   Agent: A top diplomat in the UK, Chen Wen explained the BBC     -   User: Who is Chen Wen?     -   Agent: Chen Wen is . . . and would divert China attention from         fighting the pandemic     -   User: And how can countries tackle coronavirus?     -   Agent: EU believes that information about how it initially         spread could help countries tackle the disease     -   User: Why is it EU business?     -   Agent: EU is concerning with . . .     -   Agent: Do you know what causes the virus?     -   User: Yes I know, it is caused by . . .     -   Agent: It is caused by a poor hygiene emerged at a wildlife         market in the city of Wuhan

FIG. 26 depicts an exemplary discourse tree and a navigation thereof, in accordance with an aspect. FIG. 26 depicts discourse tree 2600, elementary discourse units 2601-2605, and utterances 2610-2612. Discourse tree 2600 is shown in text-based form. A level of indentation encodes a depth of each node. Terminal nodes with EDUs are marked as ‘TEXT:’ and rhetorical relations are matched as such (“attribution,” “elaboration”, etc.). Utterances 2610-2612 are utterances received from a user device. Arrows lead from the user utterances 2610-2613 to the elementary discourse units that can be used as agent responses.

FIG. 26 shows a dialogue flow through discourse tree 2600. First, the introductory topic (I_(T)) is introduced: which is “Tu-104 continued to be used” and is derived from elementary discourse unit 2601. Next, the main topic, M_(T), is introduced “the aircraft was unreliable.”

Because the user does not indicate a specific interest, the agent proceeds along the elaboration rhetorical relation to the next sub-topic, which is “the aircraft was very unreliable, heavy, very unstable with poor control response,” which is from elementary discourse unit 2602. As can be seen in FIG. 26 , elementary discourse unit 2602 is related to the parent of elementary discourse unit 2601—the “contrast” rhetorical relation via an “elaboration” rhetorical relation.

Then the user interrupts the default navigation flow with utterance 2610, asking the question “Did it lead to incidents” forcing a jump to elementary discourse unit 2604 “At least two accidents happened.”

The user question “Why/did it happen?” in utterance 2612, does not violate the original text flow and the agent arrives at elementary discourse unit 2605, “Because of the pitch-up phenomenon.” As the user asks “What caused it?” (not “What does this phenomenon cause?,” which would be in direct response), the agent is forced to jump back to the Cause answer “Poor design aerodynamics of the wings”. A “why” question for a topic and an “Explanation” or “Cause” rhetorical relation associated with a satellite node, the agent provides text from the satellite node as an answer. A “why” question without a “cause” forces the agent to attempt to determine the reason (for example, by web mining or converting the “Why” question into a “What” question and finding an entity for the “What” by more conventional search means rather than discourse techniques).

The EDUs on the top I_(T) and M_(T) are highlighted. Text T is introduced “Tu-104 continued to be used,” followed by the main topic “The aircraft was unreliable.” Notice that this main topic M_(T) is not a satellite of the introduction but instead the next nucleus closest to the root of this DT. In the given exploration scenario, satellite (I_(T)) has not been reached yet.

FIG. 27 depicts an exemplary discourse tree and a navigation thereof, in accordance with an aspect. FIG. 27 depicts a dialog flow in which a user is initially passive. FIG. 27 depicts discourse tree 2700, elementary discourse units 2701-2704 and utterances 2710-2715. Discourse tree 2700 is shown in text-based form. A level of indentation encodes a depth of each node. Terminal nodes with EDUs are marked as ‘TEXT:’ and rhetorical relations are matched as such (“attribution,” “elaboration”, etc.).

If once I_(T) and M_(T) are announced the user does decide on questions, the agent tries to interest the user with the content of the satellite elementary discourse (I_(T)) by asking “But you know what” relying on Contrast.

Once the user responds “Tell me!” (utterance 2711) the agent responds “although the safety record of the aircraft was poor . . . ” initiating the user question “How do pilots feel in it?” The agent answers “aircrew would fly approaches above the recommended approach speed” And you know why?”. The second utterance is added because navigations goes towards the satellite.

The flow of a dialogue does not always follow the flow of the original text because the user might ask questions in a totally different order. Also, providing the full paragraph as an answer to a question about a specific point would overwhelm the user with information.

This is a mixed-initiative dialogue: the agent starts a conversation, introducing a topic. Then a user can either follow the agent's initiative, accepting its proposal to share information, or start asking her own questions about the topic, forcing the agent to make jumps in the DT navigation.

FIG. 28 depicts an exemplary discourse tree and a navigation thereof, in accordance with an aspect. FIG. 28 includes discourse tree 2800, elementary discourse units 2801-2804, and utterances 2810-2814. Discourse tree 2800 is shown in text-based form. A level of indentation encodes a depth of each node. Terminal nodes with EDUs are marked as ‘TEXT:’ and rhetorical relations are matched as such (“attribution,” “elaboration,” etc.).

Example depicted by FIG. 28 illustrates a less involved user than other examples. Here, the initiative is somewhat higher by the agent. The agent initiates the conversation, asking “Do you know what people with gout experience?” in utterance 2810. The user responds by saying “tell me!” at utterance 2811. In response, the agent responds by telling the user about the “burning, itching, or tingling feeling in a joint,” as shown in utterance 2803.

Additionally, FIG. 28 illustrates how communicative discourse trees (CDTs) can provide additional information regarding a mental state of an individual referred to in the text. When a user asks a question involving a communicative action or mental state, the agent can match the question against labels of arcs for communicative actions in a CDT and then matched against the subject of this communicative action. For instance, the user asks, in utterance 2812, “how can one learn from body messages?”

FIG. 29 depicts an exemplary discourse tree and a navigation thereof, in accordance with an aspect. FIG. 29 includes discourse tree 2900, elementary discourse units 2901-2906, and utterances 2910-2919. Discourse tree 2900 is shown in text-based form. A level of indentation encodes a depth of each node. Terminal nodes with EDUs are marked as ‘TEXT:’ and rhetorical relations are matched as such (“attribution,” “elaboration”, etc.).

Discourse tree 2900 corresponds to the following text, which relates to epilepsy: “Status epilepticus is a common, life-threatening neurologic disorder that is essentially an acute, prolonged epileptic crisis. Status epilepticus can represent an exacerbation of a preexisting seizure disorder, the initial manifestation of a seizure disorder. However, it can also be an insult other than a seizure disorder. In patients with known epilepsy, the most common cause is a change in medication. Most seizures terminate spontaneously. Aggressive treatment is necessary for status epileptics. Clinicians should not wait for blood level results before administering a loading dose of phenytoin, regardless of whether the patient is already taking phenytoin. Most patients with status epilepticus who are treated aggressively with a benzodiazepine, fosphenytoin, and/or phenobarbital experience complete cessation of their seizures. If status epilepticus does not stop, general anesthesia is indicated.”

The user starts the dialogue with utterance 2910, which states “what is epilepticus?” In response, the agent poses the question “do you know what epilepticus represents?” in utterance 2911 and the user answers “Yes tell me!” From there, the agent navigates discourse tree 2900. The agent provides I_(T), which is “Status epilepticus can represent an exacerbation of a preexisting seizure disorder” and then asks “Do you know that it is not necessarily a seizure disorder?” at utterance 2913. In response, the user asks “tell me” at utterance 2914.

In response, the agent continues by stating that “it can also be an insult” in utterance 2915. The user asks “How do most seizures terminate?” at utterance 2916. Then, the agent navigates to the elementary discourse unit 2906, which states “spontaneously.”

The agent then asks “Do you know the most common cause in patients with known epilepsy?” at utterance 2917, and the user replies with “I know. It is a change in drug” at utterance 2918. The agent confirms so, with “a change in medication” at utterance 2919, from elementary discourse unit 2905.

Topic Classification

In an aspect, a topic and an intent can be measured in parallel. For instance, a first classification model can be trained to predict a topic and a second classification model can be trained to predict an intent. The first and second classification models can each receive a user utterance and make their respective classifications in parallel. A third classification model can operate in parallel also, predicting topic and intent. Then, the predicted topics (i.e. from the first model and the third model) can be merged and the predicted intents (i.e., from the second and third model) can be merged.

In open-domain conversational agents, topic and dialogue intent classification can be treated as a text classification problem. Compared to general text classification, utterance classification poses a greater challenge due to the following (1) the tendency of human utterances to be short; (2) users' frequently mentioned out-of-vocabulary words and entities; and (3) a lack of available labeled open-domain human-machine conversation data.

Natural conversations entail utterances which are dependent on the context, thus making it impossible to classify the topic and intent without considering the preceding utterances. For example, when a customer replies with the expression Oh, yeah it can be interpreted as one of several options, such as Accept-Agree or Topic-Switch. To help address these problems, a contextual-aware topic and dialogue intent classification model for open-domain conversational agents is proposed. To identify both topics and dialogue intents, we developed a Mixture of Experts model.

We train our topic classifier on new topics such as Diabetes and Lung diseases, and we train our intent classifier on new dialogue intents such as “Yes-Answers.” In addition, the intent classifiers aim to improve the quality of some specific classes to better fit the use cases in health. For instance, we observed that a default intent classifier would consider user disagreements as Topic-Switching, even when this is not the most accurate label of the current dialogue situation. To improve this case, we add another intent Reject to cover the situations where the user was disagreeing with the last system response but did not intend to end the current topic being discussed.

Epistemic States

One purpose of a dialogue centered around a paragraph of text is to make sure that the recipient acquires information from text, can willingly follow instructions, believes in the text, and can share beliefs with others. In other words, one goal is to persuade the user that the topic is important and needs to be well understood. The agent plays the role of persuader and the user of persuadee. However, to achieve this goal in a more reliable way, the roles can swap and the user is encouraged to answer questions such as the answer can be confirmed/updated/revised by the agent in the utterance to follow.

The aim of persuasion is for the persuader to change the mind of the persuadee, and the provision of good arguments, and possibly counterarguments, is of central importance for this. Some recent developments in the field of computational persuasion have focused on the need to model the beliefs of the persuadee in order for the persuader to better select arguments to present to the persuadee. For instance, if the persuader wants to persuade the persuadee to stop running on pavement, and the persuader knows that the persuadee believes that if he gives up any running, he will put on weight, then the persuader could start the dialogue by providing a counterargument to this, for example by saying that there is a local stadium well suited for running on grass.

One approach to modeling the persuadee is to harness the epistemic approach to argumentation. The epistemic state manager 124 can perform this function. An argument graph is used to represent the arguments and attacks between them. When the agent starts a dialogue with a persuadee, it does not have a model concerning what the persuade already knows and what he does not. This is the initial default epistemic state. Then during the dialogue, the moves are made by the participants according to some protocol. After each move, the epistemic state is updated using an update function defined on the discourse tree.

Let us we have a text with a DT that consists from n EDUs. Initially, the agent believes that the user does not know anything from this text: ∀i not know(user, EDU(i)). i=0 . . . n are ordered according to how DT is built (an original order). These EDU(i) cannot be acquired by the user in any order: this order should follow a navigation of DT, since, for example, EDU(i) as a satellite cannot be acquired as long as its nucleus EDU(i−1) is acquired. The agent cannot just traverse DT since every user has a different initial knowledge and interests and leads a agent session through the epistemic states of his choice. Hence the actual sequence deviates from 0 . . . n.

When a user asks about EDU(i) the agent believes that user wants to know EDU(i). If the user shares EDU(i) then the agent decides that this user also wants to know or wants to share EDU(i+1) and also EDU(i−1), traversing the DT in both directions from nucleus and satellite and back.

If the user interrupts the agent and wants a new topic t, the agent either finds the one determined to be similar t˜EDU(i) or launches an external search and attempts to associate the external search results with EDU(i). If a question about an attribute a of e is given by the user, inaccessible from the current node I, the agent transitions into the machine reading comprehension mode and determines the value a along with the new node j.

If the agent is in a satellite node, he has delivered the main point e and now in a position to produce an utterance with an elaboration on e, attribution of e, cause of e, temporal sequence of e, not changing the current topic. Conversely, if the agent is in a nucleus mode, it shares the main nucleus topic e with the user and expects her request for information concerning more details about e, attribution of e, what caused e and so forth. The objective is to have as few undelivered EDUs as possible till the user abandons the conversation. Offline, a paragraph of text to be delivered is subject to discourse parsing. It is then subject to additional custom parsing to determine specific rhetorical relations for navigation. Also, the ontology is integrated to differentiate between questions that can be answered by this text versus the ones requiring an external search.

Online, when a user replies, her intent is established (classified into the one of pre-determined classes). Also, when the user is sharing her knowledge, it has to be matched against the given paragraph of text to be delivered, to be compatible, contradicting or independent of this text.

The central part of the persistent agent is the Discourse Tree Navigator. Its main function is to establish a reply type by the user intent and the current position in the discourse tree. After each user utterance, the Navigator decides to which next node to proceed. If the user has an explicit knowledge request, a jump is required to the node which has a chunk of text to address this request. Otherwise, the persistent agent takes an initiative and generates a set of options for the user to proceed. These options match the rhetorical relation coming in and coming out of the current node of the discourse tree. The match between the user epistemic states as a part of her intent characteristics is also done by the Navigator.

Depending on the epistemic state, the Navigator picks the text fragment to reply to the user and also encourages the user to continue knowledge exploration in one form or another. A decision on which text to reply to and a decision on which next step to propose are made independently.

Internal and external search engine matches user query or user statement with the each EDU of the discourse tree first. In both cases of a question and statement, it jumps to the node which is syntactically and semantically closest to the user utterance. In case of question an answer (this EDU) is returned, and in case of statement it is confirmed if matched with this EDU or rejected and then the user is encouraged to receive the correct chunk of information. The search engine implementation is based on structured word2vec, combining syntactic and semantic features to find the best text fragment matching the user utterance.

Both Knowledge and Navigation reply generators employ machine learning-based rhetorical agreement to make sure the selected utterances not only follow the topic but agree with previous utterances in style and logic.

Evaluation

One of the main challenges faced by researchers is the lack of a good mechanism to measure the performance due to lack of explicit objective for task-oriented conversations. To measure the quality of a response given a set of previous utterances, the seven following questions for assessors can be used.

Whether the response, given the context, makes sense. Meaningfulness is a must-have feature to achieve a human-likeness of a conversational. Meaningfulness includes, relevance of answers to questions, consistency in epistemic states when a agent follows user request to share information, common sense, as well as logical and rhetorical coherence. Meaningfulness also captures other important aspects of a agent, such as consistency. The assessor is asked to use common sense to judge if a response is completely reasonable in context of previous utterances. If anything seems off—confusing, illogical, out of context, or factually wrong—then it should be labeled as “does not make sense”.

How specific is response. Being sensible is not enough: a generic response (e.g., I don't know) can be sensible, but it is also boring and unspecific. Such responses are frequently generated by bots that are evaluated according to metrics like sensibleness alone. An assessor is asked to determine if the agent response is specific to the given context, informative to the user at a given step. Specificity Average (SSA) combines this measure with assessment 1) as a key aspects of a humanlike agent: making sense and being specific. Turing Test contest entrants often try to avoid detection by being strategically vague (Venkatesh et al., 2018), so we intend to avoid this approach.

Engagement is a measure of interestingness in a conversation (Yu et al., 2004). Researchers in the field of dialogue evaluation attempt to identify correlated for engagement such as a number of dialogue turns and total conversation duration an indicator of how engaged a user is in the conversation. There are cases that may have a higher number of turns due to inability of a task oriented bot to understand the user's intent, leading to follow-up turns with clarifications and modifications, also potentially resulting in user dissatisfaction. An analysis of a random sampling of conversations leads (Venkatesh et al., 2018) to conclusion that the impact of this effect is negligible.

A coherent response indicates a comprehensible and relevant response to a user's request. A response can be deemed weakly coherent if it is somewhat related. For example, when a user says: “What do you think about the entity e?”; the response should be about e, the category for e, more broadly or something related. A response related to e but not exactly an opinion or something related to the category of e, would be considered weakly coherent. For open-domain conversations, the complexity in the response space makes this problem extremely hard, but within the specific text T the assessment is straightforward.

Conversational Depth. Coherence is usually measured at turn level. However, in a multi-turn conversation, context may be carried over multiple turns. While evaluating conversational agents, it is important to detect the context and the depth of the conversations. Human conversations generally go deeper about a particular topic. An agent that is able to capture topical depth (Galitsky 2017) may sound more natural. To evaluate the agents on a conversational depth, one can rely on topical model to identify the domain for each individual utterance. Conversational depth can be computed as the average of the number of consecutive turns within the same topical domain. More precisely, it can be estimated as a depth of a chain of entities being communicated, such as disease-specific symptom-specific feature of this symptom.

Conversational Breadth. This is a feature of a chit-chat open domain bot. It can identify the topics and keywords from a given utterance, conduct conversations around the same topics and share related concepts. Natural conversations are highly topical and humans frequently use keywords in their interactions. Users are frequently dissatisfied with bots lacking topical diversity. Evaluating conversational breadth is important to understand how broadly an agent is able to support conversations as opposed to potentially highly-scripted conversations about a small limited number of domains.

Overall User Satisfaction score. For a given dialogue, the user confirms that he achieved his goal, learned what he intended to learn (+1) or did not (0). To converse properly with a human, bot's responses have to make sense in context; humans typically take this for granted when conversing with one another and 97% of human-produced statements meet this criterion. To assess the usefulness of DT navigation we use the overall measure such as User Satisfaction Score, expressing a need to read T after the dialogue. If it is still necessary to consult text after the session with a agent, this user is considered to be unsatisfied. We then average through multiple sessions for multiple users for T.

TABLE 7 Assessment of some agent features Category Quality Attribute Metric Value Performance Robustness to % of successes 8 unexpected input Provides % of successes 90 appropriate escalation channels Humanity Transparent to % of users who 78 inspection (known correctly classify agent) Able to maintain 0 (low) . . . 100 91 themed discussion (high) Able to respond to % of successes 93 specific questions Affect Provides greetings, 0 (low) . . . 100 76 pleasant personality (high) Entertaining, 0 (low) . . . 100 72 engaging (high) Accessibility Can detect meaning % of successes 81 and intent Responds to social % of successes 73 cues appropriately

A level of persuasiveness answering user questions is first evaluated. The navigation algorithm is varied from keeping the user focused on text T to more precise answers to user questions.

This evaluation can also be viewed as an ablation study where we turn various components on/off and track the percentages of covered information in T and the overall user satisfaction score.

TABLE 8 Varying the navigation algorithm from keeping the user focused on text T to more precise answers to user questions # of % of covered covered EDUs EDUs User Navigation and Reply algorithm/ # of total (utterances) (utterances) satisfaction mode utterances from T from T score, % Always try to find an EDU 7.5 6.7 67.2 72.1 matching the user query. Provide the closest EDU as an answer, even if it is very dissimilar to the question. Use MRC against T when possible. Encourage a user with questions “Do you know why/who/when?” Try to find an EDU matching the 8.1 7.0 69.2 77.8 user query with a low relevance threshold. Encourage a user with a question concerning T before trying external search. Try MRC against T with high threshold Try to find an EDU matching the 10.5 8.2 62.8 73.2 user query with a medium relevance threshold. Encourage a user to ask a question or make a comment that would match a rhetorical relation in a navigation path. Try external search with medium relevance threshold. Try MRC against T with low threshold Apply high relevance threshold 10.3 8.1 63.1 72.9 matching user query with EDU. Otherwise, search external content. Attempt to provide the most exact answer to user queries. Use MRC against external content

In our evaluation we focus on paragraphs of text (5-7 sentences each) which contain important instructions on how to do things. Domains range from home to professional, from low to high responsibility up to aviation.

We now assess the overall meaningfulness of dialogues and rhetorical agreement. We manually assess 20% of dialogues in each domain. For the rest 80% we used a specifically designed evaluation agent designed to reproduce the assessment score of a human evaluator, irrespectively of the error type of the main agent. This evaluation agent is designed to formulate basic questions given an utterance from the main agent or a user. The main underlying algorithm is to generalize a received sentence and convert it into a question about an attribute of an entity occurring in this question. A detailed description of the algorithm is available in the doc2dialogue paper (Galitsky and Ilvovsky 2019).

Evaluation agent is tuned to yield the same assessment as a human on the 20% part of the evaluation dataset. The assessment performance of the evaluation agent (not the main agent) is then manually assesses on the rest 10% of this dataset. The remaining 70% is assessed by the evaluation agent in a fully automated mode.

TABLE 9 Agent overall performance in various domains Percentages Percentages User satisfaction of overall of meaningful score for a Domain & meaningful utterances by User satisfaction data-driven agent source # dialogues dialogues the bot score, % (baseline), % Bloating 316 78.1 87.9 77.4 66.3 Cough 315 79.5 92.4 79.6 68.4 Diarrhea 320 81.1 88.7 77.9 69.7 Dizziness 330 78.3 89.0 78.7 67.2 Fatigue 370 81.0 86.6 77.0 69.0 Fever 346 80.5 91.8 78.3 65.2 Headache 325 79.7 90.7 74.6 67.4 Muscle 310 82.4 91.4 80.3 66.1 Cramp Nausea 330 76.2 86.5 78.5 67.0 Throat 208 80.8 91.2 79.0 69.6 irritation Average 317 79.8 89.6 78.1 67.6

In Table 9, one can see that the user satisfaction achieves higher 70s %. Some higher complexity health domains lag 3-5% behind such simpler domains as Cough, Muscle Cramp and Throat irritation. In health-related domains, missing important pieces of knowledge is a strong flaw that can lead to the necessity for the trainee to read the whole paragraph after the agent mode. Assessors apply stricter meaningfulness criteria in these domains. In other knowledge domains related to entertainment, just the dialogue mode suffices in most cases, missing certain EDUs do not critically affect the knowledge acquisition results.

To compare a DT-navigation with a pure data-driven approach, we take the given paragraph of text as a seed and mine the health resources and web for a few hundred similar texts. Then we learn from them and apply the dialogue model similar to (??). The evaluation agent acting on behalf of user is the same, but the dialogue is totally different now. What is mostly lacking is a systematic navigation through the text: the data driven agent jumps abruptly from topic to topic, and content exploration becomes chaotic (the rightmost column in Table 5).

The evaluation results show the superiority of the DT-navigation approach in comparison to a data-driven one for content exploration. There is 11% drop in user satisfaction rate when the DT navigation is substituted by a data-driven system.

TABLE 10 Assessment of other dialogue criteria Conversational Conversational Domain Specificity Engagement Coherence depth breadth Bloating 86.3 89.2 84.2 6.1 5.2 Cough 90.2 85.3 86.3 4.2 6.8 Diarrhea 88.4 87.9 88.7 5.3 5.7 Dizziness 89.0 89.3 86.5 6.0 6.1 Fatigue 94.4 91.7 90.3 5.7 5.0 Fever 92.3 95.0 83.9 7.1 5.9 Headache 93.2 92.4 87.0 5.7 6.6 Muscle Cramp 90.7 88.6 87.3 4.8 6.4 Nausea 87.5 90.3 89.4 5.9 5.8 Throat irritation 88.4 92.4 86.8 5.2 5.3 Average

The results for the assessment of other dialogue criteria are presented in Table 10.

Specificity column shows the percentage of utterances which are specific as addressing the same or relevant entity. A non-specific answer would include a totally foreign entity or no specific entity at all.

Engagement column shows the percentage of dialogues which successfully covered the paragraph of text being communicated. We consider an engagement failed if after the second question the human user gave up on continuing a conversation and decided that reading this text is beneficial for her in comparison with conducting a dialogue.

Coherence column shows the percentages of dialogues where the user did not interrupt the dialogue having encountered a totally incoherent utterance of a agent. Such incoherent utterance would break the thought train of a user, abruptly changing the flow of a conversation. If less than five total utterances lead to the a loss of coherence, a given dialogue is considered incoherent.

Conversational depth is measured as a highest number of nested entities communicated by the agent replies. For example, the depth the chain diabetes—chronic condition—abnormally high levels of sugar—glucose—in the blood—insulin gives us depth=6.

Conversational breadth is measured as a number of distinct entities covered in a conversation so that one is not a sub-entity of another (do not form a chain from depth evaluation).

Notice that the failures of specificity, engagement and coherence are not mutually exclusive: some problematic dialogues can fail more than one criteria.

A data-driven agent forms a reply, averaging through a number of similar text fragments and dialogue fragments to construct a smooth and plausible dialogue. Whereas such dialogue can be accepted by a human annotator as meaningful, the conversation built by averaging does not bring any purpose. Optimizing a conversation for perplexity makes sure the focus of this conversation is evolving but does not bring a bit of a meaning to transmit between the peers, or for the reader of this conversation. Learning from more data makes sure any utterance of a user is well represented in the training set for averaging, but does not make a conversation more meaningful either.

A conversation starting with ‘Hi’ and followed by “I am well/How are you” is carried out for the sake of continuing this conversation in time and keeping the conversers busy. Conversely, we propose a conversation mode with a clear target of informing a user by delivering a certain chunk of knowledge, in a comprehensive, systematic and explainable way.

Personalization in Health Agents

In the field of medical education, maintaining quality content with well-organized structure is important. The content delivered by an agent needs to have a well-organized structure and also a smooth logical flow. It is important to navigate a user step-by-step through various portions and types of knowledge, from symptoms to treatment. It is better to maintain the original phrases from text intact.

A number of developed DL-based end-to-end agents end up being a slot-filler in the best case and random chit-chatter in the worst case. These agents may rely on association between symptoms and diseases. Online, once a candidate disease is established the agent learns the symptom-disease association, dialogue management and utterance generation simultaneously, on the fly. Therefore, it is hard to achieve a high quality of content delivery.

Studies of personalization in health care and medicine have been increasing in number over the last two decades, with growing evidence showing their effectiveness. One important limitation in the health care personalization literature is equating it to genomics-supported efforts in medicine. Genomic markers are only one dimension of personalization that helps to recognize the uniqueness of individuals and make their medicine personalized. There are other factors that affect this personalization of health care, such as people's lifestyle choices, their socioeconomic context and living environment, and other health care services that can be personalized like health education and therapies.

Dialogue systems can offer fine-grained possibilities to personalize the information to be delivered to a user on the basis of his deduced goals, intent, knowledge beliefs and on the basis of everything that has previously been said in the conversation.

Learning from a history of previous conversations plays a key role in ensuring the continuity of health communications that take place over multiple interactions over time. A review of behavior change interventions characterized four intervention groups according to their degree of personalization in the messages delivered to individuals: generic (one-size-fits-all messages), personalized (messages with the person's name), targeted (messages specific to a subgroup of the general population), or tailored (messages specific to an individual's characteristics).

Personalization is primarily used for tailoring the content to be delivered. Personalized content includes: (1) feedback on mood states, narrative skills, symptom summaries meditation practice, and current progress towards the goals set; (2) reminders, warnings, and alerts (Harper et al 2008); (3) multimedia; and (4) questions on pain and physical activity and health status.

The user interface can be personalized through changing conversational styles according to users' motivation state, users' level of expertise with the system, and dialogue history. The author used either didactic, relational, or motivational conversational styles based on the user profile and progress. While the didactic style was used for training-related conversations, the relational style was used at the beginning of sessions to improve user engagement based on the answers received from the user. The motivational style was employed to gather progress-related information and then to provide customized responses to support users. In a simpler implementation, another study used shorter question formats for follow-up sessions.

Although the technology behind smart agents is continuously developed, they currently do not have full human-level language abilities, resulting in misunderstanding and users' dissatisfaction. Furthermore, as machine learning algorithms develop, it is becoming increasingly challenging to keep track of their development, evolution, and the reasoning behind their responses. Although the black box effect appears to be an unavoidable consequence of the use of AI, there is some emerging research on making AI transparent and explainable. However, at the moment, its use may affect the safety and accuracy of treatment and should be carefully monitored and evaluated when used in health care.

Agents are evolving from conducting simple transactional tasks toward more involved end points such as long-term disease management and behavior change. The majority of the conversational agents target patients, with only a few aimed at health care professionals, for example, by automating patient intake or aiding in patient triage and diagnosis.

A bot is created to include the following therapeutic process-oriented features: (1) Empathic responses: The bot replied in an empathic way appropriate to the recognized mood of the user. For example, in response to a complaint on alienation, it replied “Sorry you are feeling lonely. I guess we all feel a little alienated sometimes” or it showed excitement, “Yay, always good to hear that!” (2) Tailoring: Specific content is sent to individuals depending on mood state. For example, a participant indicating that they feel anxious is offered in-vivo assistance with the anxious event. (3) Goal setting: The conversational agent asked participants if they had a personal goal that they hoped to achieve over the 2-week period. (4) Accountability: To facilitate a sense of accountability, the agent set expectations of regular check-ins and followed up on earlier activities, for example, on the status of the stated goal. (5) Motivation and engagement: To engage the individual in daily monitoring, the bot sent one personalized message every day or every other day to initiate a conversation (ie, prompting). In addition, “emojis” and animated gifs with messages that provide positive reinforcement can be used to encourage effort and completion of tasks.

Reflection: The bot also provided weekly charts depicting each participant's mood over time. Each graph was sent with a brief description of the data to facilitate reflection, for example, “Overall, your mood has been fairly steady, though you tend to become tired after periods of anxiety. It looks like Tuesday was your best day.”

Persistent agents are especially valuable in organizations which cannot assure systematic approach to education.

Two major themes emerge in respect to this question concerning favorite features of a social bot: process and content. In the process theme, the subthemes that emerged were accountability from daily check-ins, the empathy that the bot showed, or other factors relating to his “personality”; and the learning that the bot facilitated, which in turn was divided into further subthemes of emotional insight, general insight, and insights about cognitions (FIG. 17 ).

FIG. 30 depicts a simplified diagram of a distributed system 3000 for implementing one of the aspects. In the illustrated aspect, distributed system 3000 includes one or more client computing devices 3002, 3004, 3006, and 3008, which are configured to execute and operate a client application such as a web browser, proprietary client (e.g., Oracle Forms), or the like over one or more network(s) 3010. Server 3012 may be communicatively coupled with remote client computing devices 3002, 3004, 3006, and 3008 via network 3010.

In various aspects, server 3012 may be adapted to run one or more services or software applications provided by one or more of the components of the system. The services or software applications can include non-virtual and virtual environments. Virtual environments can include those used for virtual events, tradeshows, simulators, classrooms, shopping exchanges, and enterprises, whether two- or three-dimensional (3D) representations, page-based logical environments, or otherwise. In some aspects, these services may be offered as web-based or cloud services or under a Software as a Service (SaaS) model to the users of client computing devices 3002, 3004, 3006, and/or 3008. Users operating client computing devices 3002, 3004, 3006, and/or 3008 may in turn utilize one or more client applications to interact with server 3012 to utilize the services provided by these components.

In the configuration depicted in the figure, the software components 3018, 3020 and 3022 of distributed system 3000 are shown as being implemented on server 3012. In other aspects, one or more of the components of distributed system 3000 and/or the services provided by these components may also be implemented by one or more of the client computing devices 3002, 3004, 3006, and/or 3008. Users operating the client computing devices may then utilize one or more client applications to use the services provided by these components. These components may be implemented in hardware, firmware, software, or combinations thereof. It should be appreciated that various different system configurations are possible, which may be different from distributed system 3000. The aspect shown in the figure is thus one example of a distributed system for implementing an aspect system and is not intended to be limiting.

Client computing devices 3002, 3004, 3006, and/or 3008 may be portable handheld devices (e.g., an iPhone®, cellular telephone, an iPad®, computing tablet, a personal digital assistant (PDA)) or wearable devices (e.g., a Google Glass® head mounted display), running software such as Microsoft Windows Mobile®, and/or a variety of mobile operating systems such as iOS, Windows Phone, Android, BlackBerry 10, Palm OS, and the like, and being Internet, e-mail, short message service (SMS), Blackberry®, or other communication protocol enabled. The client computing devices can be general purpose personal computers including, by way of example, personal computers and/or laptop computers running various versions of Microsoft Windows®, Apple Macintosh®, and/or Linux operating systems. The client computing devices can be workstation computers running any of a variety of commercially-available UNIX® or UNIX-like operating systems, including without limitation the variety of GNU/Linux operating systems, such as for example, Google Chrome OS. Alternatively, or in addition, client computing devices 3002, 3004, 3006, and 3008 may be any other electronic device, such as a thin-client computer, an Internet-enabled gaming system (e.g., a Microsoft Xbox gaming console with or without a Kinect® gesture input device), and/or a personal messaging device, capable of communicating over network(s) 3010.

Although exemplary distributed system 3000 is shown with four client computing devices, any number of client computing devices may be supported. Other devices, such as devices with sensors, etc., may interact with server 3012.

Network(s) 3010 in distributed system 3000 may be any type of network familiar to those skilled in the art that can support data communications using any of a variety of commercially-available protocols, including without limitation TCP/IP (transmission control protocol/Internet protocol), SNA (systems network architecture), IPX (Internet packet exchange), AppleTalk, and the like. Merely by way of example, network(s) 3010 can be a local area network (LAN), such as one based on Ethernet, Token-Ring and/or the like. Network(s) 3010 can be a wide-area network and the Internet. It can include a virtual network, including without limitation a virtual private network (VPN), an intranet, an extranet, a public switched telephone network (PSTN), an infra-red network, a wireless network (e.g., a network operating under any of the Institute of Electrical and Electronics (IEEE) 802.30 suite of protocols, Bluetooth®, and/or any other wireless protocol); and/or any combination of these and/or other networks.

Server 3012 may be composed of one or more general purpose computers, specialized server computers (including, by way of example, PC (personal computer) servers, UNIX® servers, mid-range servers, mainframe computers, rack-mounted servers, etc.), server farms, server clusters, or any other appropriate arrangement and/or combination. Server 3012 can include one or more virtual machines running virtual operating systems, or other computing architectures involving virtualization. One or more flexible pools of logical storage devices can be virtualized to maintain virtual storage devices for the server. Virtual networks can be controlled by server 3012 using software defined networking. In various aspects, server 3012 may be adapted to run one or more services or software applications described in the foregoing disclosure. For example, server 3012 may correspond to a server for performing processing described above according to an aspect of the present disclosure.

Server 3012 may run an operating system including any of those discussed above, as well as any commercially available server operating system. Server 3012 may also run any of a variety of additional server applications and/or mid-tier applications, including HTTP (hypertext transport protocol) servers, FTP (file transfer protocol) servers, CGI (common gateway interface) servers, JAVA® servers, database servers, and the like. Exemplary database servers include without limitation those commercially available from Oracle, Microsoft, Sybase, IBM (International Business Machines), and the like.

In some implementations, server 3012 may include one or more applications to analyze and consolidate data feeds and/or event updates received from users of client computing devices 3002, 3004, 3006, and 3008. As an example, data feeds and/or event updates may include, but are not limited to, Twitter® feeds, Facebook® updates or real-time updates received from one or more third party information sources and continuous data streams, which may include real-time events related to sensor data applications, financial tickers, network performance measuring tools (e.g., network monitoring and traffic management applications), clickstream analysis tools, automobile traffic monitoring, and the like. Server 3012 may also include one or more applications to display the data feeds and/or real-time events via one or more display devices of client computing devices 3002, 3004, 3006, and 3008.

Distributed system 3000 may also include one or more databases 3014 and 3016. Databases 3014 and 3016 may reside in a variety of locations. By way of example, one or more of databases 3014 and 3016 may reside on a non-transitory storage medium local to (and/or resident in) server 3012. Alternatively, databases 3014 and 3016 may be remote from server 3012 and in communication with server 3012 via a network-based or dedicated connection. In one set of aspects, databases 3014 and 3016 may reside in a storage-area network (SAN). Similarly, any necessary files for performing the functions attributed to server 3012 may be stored locally on server 3012 and/or remotely, as appropriate. In one set of aspects, databases 3014 and 3016 may include relational databases, such as databases provided by Oracle, that are adapted to store, update, and retrieve data in response to SQL-formatted commands.

FIG. 31 is a simplified block diagram of one or more components of a system environment 3100 by which services provided by one or more components of an aspect system may be offered as cloud services in accordance with an aspect of the present disclosure. In the illustrated aspect, system environment 3100 includes one or more client computing devices 3104, 3106, and 3108 that may be used by users to interact with a cloud infrastructure system 3102 that provides cloud services. The client computing devices may be configured to operate a client application such as a web browser, a proprietary client application (e.g., Oracle Forms), or some other application, which may be used by a user of the client computing device to interact with cloud infrastructure system 3102 to use services provided by cloud infrastructure system 3102.

It should be appreciated that cloud infrastructure system 3102 depicted in the figure may have other components than those depicted. Further, the aspect shown in the figure is only one example of a cloud infrastructure system that may incorporate an aspect of the invention. In some other aspects, cloud infrastructure system 3102 may have more or fewer components than shown in the figure, may combine two or more components, or may have a different configuration or arrangement of components.

Client computing devices 3104, 3106, and 3108 may be devices similar to those described above for 3002, 3004, 3006, and 3008.

Although exemplary system environment 3100 is shown with three client computing devices, any number of client computing devices may be supported. Other devices such as devices with sensors, etc. may interact with cloud infrastructure system 3102.

Network(s) 3110 may facilitate communications and exchange of data between client computing devices 3104, 3106, and 3108 and cloud infrastructure system 3102. Each network may be any type of network familiar to those skilled in the art that can support data communications using any of a variety of commercially-available protocols, including those described above for network(s) 3110.

Cloud infrastructure system 3102 may comprise one or more computers and/or servers that may include those described above for server 1712.

In certain aspects, services provided by the cloud infrastructure system may include a host of services that are made available to users of the cloud infrastructure system on demand, such as online data storage and backup solutions, Web-based e-mail services, hosted office suites and document collaboration services, database processing, managed technical support services, and the like. Services provided by the cloud infrastructure system can dynamically scale to meet the needs of its users. A specific instantiation of a service provided by cloud infrastructure system is referred to herein as a “service instance.” In general, any service made available to a user via a communication network, such as the Internet, from a cloud service provider's system is referred to as a “cloud service.” Typically, in a public cloud environment, servers and systems that make up the cloud service provider's system are different from the customer's own on-premises servers and systems. For example, a cloud service provider's system may host an application, and a user may, via a communication network such as the Internet, on demand, order and use the application.

In some examples, a service in a computer network cloud infrastructure may include protected computer network access to storage, a hosted database, a hosted web server, a software application, or other service provided by a cloud vendor to a user, or as otherwise known in the art. For example, a service can include password-protected access to remote storage on the cloud through the Internet. As another example, a service can include a web service-based hosted relational database and a script-language middleware engine for private use by a networked developer. As another example, a service can include access to an email software application hosted on a cloud vendor's web site.

In certain aspects, cloud infrastructure system 3102 may include a suite of applications, middleware, and database service offerings that are delivered to a customer in a self-service, subscription-based, elastically scalable, reliable, highly available, and secure manner. An example of such a cloud infrastructure system is the Oracle Public Cloud provided by the present assignee.

Large volumes of data, sometimes referred to as big data, can be hosted and/or manipulated by the infrastructure system on many levels and at different scales. Such data can include data sets that are so large and complex that it can be difficult to process using typical database management tools or traditional data processing applications. For example, terabytes of data may be difficult to store, retrieve, and process using personal computers or their rack-based counterparts. Such sizes of data can be difficult to work with using most current relational database management systems and desktop statistics and visualization packages. They can require massively parallel processing software running thousands of server computers, beyond the structure of commonly used software tools, to capture, curate, manage, and process the data within a tolerable elapsed time.

Extremely large data sets can be stored and manipulated by analysts and researchers to visualize large amounts of data, detect trends, and/or otherwise interact with the data. Tens, hundreds, or thousands of processors linked in parallel can act upon such data in order to present it or simulate external forces on the data or what it represents. These data sets can involve structured data, such as that organized in a database or otherwise according to a structured model, and/or unstructured data (e.g., emails, images, data blobs (binary large objects), web pages, complex event processing). By leveraging an ability of an aspect to relatively quickly focus more (or fewer) computing resources upon an objective, the cloud infrastructure system may be better available to carry out tasks on large data sets based on demand from a business, government agency, research organization, private individual, group of like-minded individuals or organizations, or other entity.

In various aspects, cloud infrastructure system 3102 may be adapted to automatically provision, manage and track a customer's subscription to services offered by cloud infrastructure system 3102. Cloud infrastructure system 3102 may provide the cloud services via different deployment models. For example, services may be provided under a public cloud model in which cloud infrastructure system 3102 is owned by an organization selling cloud services (e.g., owned by Oracle) and the services are made available to the general public or different industry enterprises. As another example, services may be provided under a private cloud model in which cloud infrastructure system 3102 is operated solely for a single organization and may provide services for one or more entities within the organization. The cloud services may also be provided under a community cloud model in which cloud infrastructure system 3102 and the services provided by cloud infrastructure system 3102 are shared by several organizations in a related community. The cloud services may also be provided under a hybrid cloud model, which is a combination of two or more different models.

In some aspects, the services provided by cloud infrastructure system 3102 may include one or more services provided under Software as a Service (SaaS) category, Platform as a Service (PaaS) category, Infrastructure as a Service (IaaS) category, or other categories of services including hybrid services. A customer, via a subscription order, may order one or more services provided by cloud infrastructure system 3102. Cloud infrastructure system 3102 then performs processing to provide the services in the customer's subscription order.

In some aspects, the services provided by cloud infrastructure system 3102 may include, without limitation, application services, platform services and infrastructure services. In some examples, application services may be provided by the cloud infrastructure system via a SaaS platform. The SaaS platform may be configured to provide cloud services that fall under the SaaS category. For example, the SaaS platform may provide capabilities to build and deliver a suite of on-demand applications on an integrated development and deployment platform. The SaaS platform may manage and control the underlying software and infrastructure for providing the SaaS services. By utilizing the services provided by the SaaS platform, customers can utilize applications executing on the cloud infrastructure system. Customers can acquire the application services without the need for customers to purchase separate licenses and support. Various different SaaS services may be provided. Examples include, without limitation, services that provide solutions for sales performance management, enterprise integration, and business flexibility for large organizations.

In some aspects, platform services may be provided by the cloud infrastructure system via a PaaS platform. The PaaS platform may be configured to provide cloud services that fall under the PaaS category. Examples of platform services may include without limitation services that enable organizations (such as Oracle) to consolidate existing applications on a shared, common architecture, as well as the ability to build new applications that leverage the shared services provided by the platform. The PaaS platform may manage and control the underlying software and infrastructure for providing the PaaS services. Customers can acquire the PaaS services provided by the cloud infrastructure system without the need for customers to purchase separate licenses and support. Examples of platform services include, without limitation, Oracle Java Cloud Service (JCS), Oracle Database Cloud Service (DBCS), and others.

By utilizing the services provided by the PaaS platform, customers can employ programming languages and tools supported by the cloud infrastructure system and also control the deployed services. In some aspects, platform services provided by the cloud infrastructure system may include database cloud services, middleware cloud services (e.g., Oracle Fusion Middleware services), and Java cloud services. In one aspect, database cloud services may support shared service deployment models that enable organizations to pool database resources and offer customers a Database as a Service in the form of a database cloud. Middleware cloud services may provide a platform for customers to develop and deploy various business applications, and Java cloud services may provide a platform for customers to deploy Java applications, in the cloud infrastructure system.

Various different infrastructure services may be provided by an IaaS platform in the cloud infrastructure system. The infrastructure services facilitate the management and control of the underlying computing resources, such as storage, networks, and other fundamental computing resources for customers utilizing services provided by the SaaS platform and the PaaS platform.

In certain aspects, cloud infrastructure system 3102 may also include infrastructure resources 3130 for providing the resources used to provide various services to customers of the cloud infrastructure system. In one aspect, infrastructure resources 3130 may include pre-integrated and optimized combinations of hardware, such as servers, storage, and networking resources to execute the services provided by the PaaS platform and the SaaS platform.

In some aspects, resources in cloud infrastructure system 3102 may be shared by multiple users and dynamically re-allocated per demand. Additionally, resources may be allocated to users in different time zones. For example, cloud infrastructure system 3102 may enable a first set of users in a first time zone to utilize resources of the cloud infrastructure system for a specified number of hours and then enable the re-allocation of the same resources to another set of users located in a different time zone, thereby maximizing the utilization of resources.

In certain aspects, a number of internal shared services 3132 may be provided that are shared by different components or modules of cloud infrastructure system 3102 and by the services provided by cloud infrastructure system 3102. These internal shared services may include, without limitation, a security and identity service, an integration service, an enterprise repository service, an enterprise manager service, a virus scanning and white list service, a high availability, backup and recovery service, service for enabling cloud support, an email service, a notification service, a file transfer service, and the like.

In certain aspects, cloud infrastructure system 3102 may provide comprehensive management of cloud services (e.g., SaaS, PaaS, and IaaS services) in the cloud infrastructure system. In one aspect, cloud management functionality may include capabilities for provisioning, managing and tracking a customer's subscription received by cloud infrastructure system 3102, and the like.

In one aspect, as depicted in the figure, cloud management functionality may be provided by one or more modules, such as an order management module 3126, an order orchestration module 3122, an order provisioning module 3124, an order management and monitoring module 3126, and an identity management module 3128. These modules may include or be provided using one or more computers and/or servers, which may be general purpose computers, specialized server computers, server farms, server clusters, or any other appropriate arrangement and/or combination.

In exemplary operation 3134, a customer using a client device, such as client computing device 3104, 3106 or 3108, may interact with cloud infrastructure system 3102 by requesting one or more services provided by cloud infrastructure system 3102 and placing an order for a subscription for one or more services offered by cloud infrastructure system 3102. In certain aspects, the customer may access a cloud User Interface (UI) 3112, cloud UI 3114 and/or cloud UI 3116 and place a subscription order via these UIs. The order information received by cloud infrastructure system 3102 in response to the customer placing an order may include information identifying the customer and one or more services offered by the cloud infrastructure system 3102 that the customer intends to subscribe to.

After an order has been placed by the customer, the order information is received via the cloud UIs, 3131, 3114 and/or 3116.

At operation 3136, the order is stored in order database 3118. Order database 3118 can be one of several databases operated by cloud infrastructure system 3102 and operated in conjunction with other system elements.

At operation 3138, the order information is forwarded to an order management module 3126. In some instances, order management module 3126 may be configured to perform billing and accounting functions related to the order, such as verifying the order, and upon verification, booking the order.

At operation 3140, information regarding the order is communicated to an order orchestration module 3122. Order orchestration module 3122 may utilize the order information to orchestrate the provisioning of services and resources for the order placed by the customer. In some instances, order orchestration module 3122 may orchestrate the provisioning of resources to support the subscribed services using the services of order provisioning module 3124.

In certain aspects, order orchestration module 3122 enables the management of business processes associated with each order and applies business logic to determine whether an order should proceed to provisioning. At operation 3142, upon receiving an order for a new subscription, order orchestration module 3122 sends a request to order provisioning module 3124 to allocate resources and configure those resources needed to fulfill the subscription order. Order provisioning module 3124 enables the allocation of resources for the services ordered by the customer. Order provisioning module 3124 provides a level of abstraction between the cloud services provided by cloud infrastructure system 3102 and the physical implementation layer that is used to provision the resources for providing the requested services. Order orchestration module 3122 may thus be isolated from implementation details, such as whether or not services and resources are actually provisioned on the fly or pre-provisioned and only allocated/assigned upon request.

At operation 3144, once the services and resources are provisioned, a notification of the provided service may be sent to customers on client computing devices 3104, 3106 and/or 3108 by order provisioning module 3124 of cloud infrastructure system 3102.

At operation 3146, the customer's subscription order may be managed and tracked by an order management and monitoring module 3126. In some instances, order management and monitoring module 3126 may be configured to collect usage statistics for the services in the subscription order, such as the amount of storage used, the amount data transferred, the number of users, and the amount of system up time and system down time.

In certain aspects, cloud infrastructure system 3102 may include an identity management module 3128. Identity management module 3128 may be configured to provide identity services, such as access management and authorization services in cloud infrastructure system 3102. In some aspects, identity management module 3128 may control information about customers who wish to utilize the services provided by cloud infrastructure system 3102. Such information can include information that authenticates the identities of such customers and information that describes which actions those customers are authorized to perform relative to various system resources (e.g., files, directories, applications, communication ports, memory segments, etc.) Identity management module 3128 may also include the management of descriptive information about each customer and about how and by whom that descriptive information can be accessed and modified.

FIG. 32 illustrates a computer system 3200, in which various aspects of the present invention may be implemented. The computer system 3200 may be used to implement any of the computer systems described above. As shown in the figure, computer system 3200 includes a processing unit 3204 that communicates with a number of peripheral subsystems via a bus subsystem 3202. These peripheral subsystems may include a processing acceleration unit 3206, an I/O subsystem 3208, a storage subsystem 3218 and a communications subsystem 3224. Storage subsystem 3218 includes tangible computer-readable storage media 3222 and a system memory 3210.

Bus subsystem 3202 provides a mechanism for letting the various components and subsystems of computer system 3200 communicate with each other as intended. Although bus subsystem 3202 is shown schematically as a single bus, alternative aspects of the bus subsystem may utilize multiple buses. Bus subsystem 3202 may be any of several types of bus structures including a memory bus or memory controller, a peripheral bus, and a local bus using any of a variety of bus architectures. For example, such architectures may include an Industry Standard Architecture (ISA) bus, Micro Channel Architecture (MCA) bus, Enhanced ISA (EISA) bus, Video Electronics Standards Association (VESA) local bus, and Peripheral Component Interconnect (PCI) bus, which can be implemented as a Mezzanine bus manufactured to the IEEE P3286.1 standard.

Processing unit 3204, which can be implemented as one or more integrated circuits (e.g., a conventional microprocessor or microcontroller), controls the operation of computer system 3200. One or more processors may be included in processing unit 3204. These processors may include single core or multicore processors. In certain aspects, processing unit 3204 may be implemented as one or more independent processing units 3232 and/or 3234 with single or multicore processors included in each processing unit. In other aspects, processing unit 3204 may also be implemented as a quad-core processing unit formed by integrating two dual-core processors into a single chip.

In various aspects, processing unit 3204 can execute a variety of programs in response to program code and can maintain multiple concurrently executing programs or processes. At any given time, some or all of the program code to be executed can be resident in processing unit 3204 and/or in storage subsystem 3218. Through suitable programming, processing unit 3204 can provide various functionalities described above. Computer system 3200 may additionally include a processing acceleration unit 3206, which can include a digital signal processor (DSP), a special-purpose processor, and/or the like.

I/O subsystem 3208 may include user interface input devices and user interface output devices. User interface input devices may include a keyboard, pointing devices such as a mouse or trackball, a touchpad or touch screen incorporated into a display, a scroll wheel, a click wheel, a dial, a button, a switch, a keypad, audio input devices with voice command recognition systems, microphones, and other types of input devices. User interface input devices may include, for example, motion sensing and/or gesture recognition devices such as the Microsoft Kinect® motion sensor that enables users to control and interact with an input device, such as the Microsoft Xbox® 360 game controller, through a natural user interface using gestures and spoken commands. User interface input devices may also include eye gesture recognition devices such as the Google Glass® blink detector that detects eye activity (e.g., ‘blinking’ while taking pictures and/or making a menu selection) from users and transforms the eye gestures as input into an input device (e.g., Google Glass®). Additionally, user interface input devices may include voice recognition sensing devices that enable users to interact with voice recognition systems (e.g., Siri® navigator), through voice commands.

User interface input devices may also include, without limitation, three dimensional (3D) mice, joysticks or pointing sticks, gamepads and graphic tablets, and audio/visual devices such as speakers, digital cameras, digital camcorders, portable media players, webcams, image scanners, fingerprint scanners, barcode reader 3D scanners, 3D printers, laser rangefinders, and eye gaze tracking devices. Additionally, user interface input devices may include, for example, medical imaging input devices such as computed tomography, magnetic resonance imaging, position emission tomography, medical ultrasonography devices. User interface input devices may also include, for example, audio input devices such as MIDI keyboards, digital musical instruments and the like.

User interface output devices may include a display subsystem, indicator lights, or non-visual displays such as audio output devices, etc. The display subsystem may be a cathode ray tube (CRT), a flat-panel device, such as that using a liquid crystal display (LCD) or plasma display, a projection device, a touch screen, and the like. In general, use of the term “output device” is intended to include all possible types of devices and mechanisms for outputting information from computer system 3200 to a user or other computer. For example, user interface output devices may include, without limitation, a variety of display devices that visually convey text, graphics and audio/video information such as monitors, printers, speakers, headphones, automotive navigation systems, plotters, voice output devices, and modems.

Computer system 3200 may comprise a storage subsystem 3218 that includes software elements, shown as being currently located within a system memory 3210. System memory 3210 may store program instructions that are loadable and executable on processing unit 3204, as well as data generated during the execution of these programs.

Depending on the configuration and type of computer system 3200, system memory 3210 may be volatile (such as random access memory (RAM)) and/or non-volatile (such as read-only memory (ROM), flash memory, etc.) The RAM typically contains data and/or program modules that are immediately accessible to and/or presently being operated and executed by processing unit 3204. In some implementations, system memory 3210 may include multiple different types of memory, such as static random access memory (SRAM) or dynamic random access memory (DRAM). In some implementations, a basic input/output system (BIOS), containing the basic routines that help to transfer information between elements within computer system 3200, such as during start-up, may typically be stored in the ROM. By way of example, and not limitation, system memory 3210 also illustrates application programs 3212, which may include client applications, Web browsers, mid-tier applications, relational database management systems (RDBMS), etc., program data 3214, and an operating system 3216. By way of example, operating system 3216 may include various versions of Microsoft Windows®, Apple Macintosh®, and/or Linux operating systems, a variety of commercially-available UNIX® or UNIX-like operating systems (including without limitation the variety of GNU/Linux operating systems, the Google Chrome® OS, and the like) and/or mobile operating systems such as iOS, Windows® Phone, Android® OS, BlackBerry® 10 OS, and Palm® OS operating systems.

Storage subsystem 3218 may also provide a tangible computer-readable storage medium for storing the basic programming and data constructs that provide the functionality of some aspects. Software (programs, code modules, instructions) that when executed by a processor provide the functionality described above may be stored in storage subsystem 3218. These software modules or instructions may be executed by processing unit 3204. Storage subsystem 3218 may also provide a repository for storing data used in accordance with the present invention.

Storage subsystem 3218 may also include a computer-readable storage media reader 3220 that can further be connected to computer-readable storage media reader 3220. Together and, optionally, in combination with system memory 3210, computer-readable storage media reader 3220 may comprehensively represent remote, local, fixed, and/or removable storage devices plus storage media for temporarily and/or more permanently containing, storing, transmitting, and retrieving computer-readable information.

Computer-readable storage media reader 3220 can contain code, or portions of code, can also include any appropriate media known or used in the art, including storage media and communication media, such as but not limited to, volatile and non-volatile, removable and non-removable media implemented in any method or technology for storage and/or transmission of information. This can include tangible, non-transitory computer-readable storage media such as RAM, ROM, electronically erasable programmable ROM (EEPROM), flash memory or other memory technology, CD-ROM, digital versatile disk (DVD), or other optical storage, magnetic cassettes, magnetic tape, magnetic disk storage or other magnetic storage devices, or other tangible computer readable media. When specified, this can also include nontangible, transitory computer-readable media, such as data signals, data transmissions, or any other medium which can be used to transmit the desired information and which can be accessed by computing system 3200.

By way of example, computer-readable storage media reader 3220 may include a hard disk drive that reads from or writes to non-removable, nonvolatile magnetic media, a magnetic disk drive that reads from or writes to a removable, nonvolatile magnetic disk, and an optical disk drive that reads from or writes to a removable, nonvolatile optical disk such as a CD ROM, DVD, and Blu-Ray® disk, or other optical media. Computer-readable storage media 3222 may include, but is not limited to, Zip® drives, flash memory cards, universal serial bus (USB) flash drives, secure digital (SD) cards, DVD disks, digital video tape, and the like. Computer-readable storage media reader 3220 may also include, solid-state drives (SSD) based on non-volatile memory such as flash-memory based SSDs, enterprise flash drives, solid state ROM, and the like, SSDs based on volatile memory such as solid state RAM, dynamic RAM, static RAM, DRAM-based SSDs, magnetoresistive RAM (MRAM) SSDs, and hybrid SSDs that use a combination of DRAM and flash memory based SSDs. The disk drives and their associated computer-readable media may provide non-volatile storage of computer-readable instructions, data structures, program modules, and other data for computer system 3200.

Communications subsystem 3224 provides an interface to other computer systems and networks. Communications subsystem 3224 serves as an interface for receiving data from and transmitting data to other systems from computer system 3200. For example, communications subsystem 3224 may enable computer system 3200 to connect to one or more devices via the Internet. In some aspects, communications subsystem 3224 can include radio frequency (RF) transceiver components for accessing wireless voice and/or data networks (e.g., using cellular telephone technology, advanced data network technology, such as 3G, 4G or EDGE (enhanced data rates for global evolution), WiFi (IEEE 802.28 family standards, or other mobile communication technologies, or any combination thereof), global positioning system (GPS) receiver components, and/or other components. In some aspects, communications subsystem 3224 can provide wired network connectivity (e.g., Ethernet) in addition to or instead of a wireless interface.

In some aspects, communications subsystem 3224 may also receive input communication in the form of structured and/or unstructured data feeds 3226, event streams 3228, event updates 3230, and the like on behalf of one or more users who may use computer system 3200.

By way of example, communications subsystem 3224 may be configured to receive unstructured data feeds 3226 in real-time from users of social media networks and/or other communication services such as Twitter® feeds, Facebook® updates, web feeds such as Rich Site Summary (RSS) feeds, and/or real-time updates from one or more third party information sources.

Additionally, communications subsystem 3224 may also be configured to receive data in the form of continuous data streams, which may include event streams 3228 of real-time events and/or event updates 3230, that may be continuous or unbounded in nature with no explicit end. Examples of applications that generate continuous data may include, for example, sensor data applications, financial tickers, network performance measuring tools (e.g. network monitoring and traffic management applications), clickstream analysis tools, automobile traffic monitoring, and the like.

Communications subsystem 3224 may also be configured to output the structured and/or unstructured data feeds 3226, event streams 3228, event updates 3230, and the like to one or more databases that may be in communication with one or more streaming data source computers coupled to computer system 3200.

Computer system 3200 can be one of various types, including a handheld portable device (e.g., an iPhone® cellular phone, an iPad® computing tablet, a PDA), a wearable device (e.g., a Google Glass® head mounted display), a PC, a workstation, a mainframe, a kiosk, a server rack, or any other data processing system.

Due to the ever-changing nature of computers and networks, the description of computer system 3200 depicted in the figure is intended only as a specific example. Many other configurations having more or fewer components than the system depicted in the figure are possible. For example, customized hardware might also be used and/or particular elements might be implemented in hardware, firmware, software (including applets), or a combination. Further, connection to other computing devices, such as network input/output devices, may be employed. Based on the disclosure and teachings provided herein, a person of ordinary skill in the art will appreciate other ways and/or methods to implement the various aspects.

In the foregoing specification, aspects of the invention are described with reference to specific aspects thereof, but those skilled in the art will recognize that the invention is not limited thereto. Various features and aspects of the above-described invention may be used individually or jointly. Further, aspects can be utilized in any number of environments and applications beyond those described herein without departing from the broader spirit and scope of the specification. The specification and drawings are, accordingly, to be regarded as illustrative rather than restrictive. 

What is claimed is:
 1. A computer-implemented method for navigating text using discourse trees, the method comprising: creating a discourse tree from text comprising fragments, wherein the discourse tree comprises a root node, nonterminal nodes, and terminal nodes, each nonterminal node representing a rhetorical relationship between two of the fragments, and each terminal node is associated with one of the fragments, wherein the fragments are elementary discourse units; determining, from the discourse tree, a subset of terminal nodes that are (i) associated with a nonterminal node representing a rhetorical relationship of type elaboration and (ii) associated with a nucleus elementary discourse unit of the rhetorical relationship; determining, from a topic node, a topic of the discourse tree by extracting a noun phrase from the nucleus elementary discourse unit associated with the topic node, wherein the topic node has a shortest path length from the root node; providing, to a user device, text associated with the topic; receiving, from the user device, an utterance in response to the topic; and responsive to determining that the utterance comprises a request for more details: identifying, in the discourse tree, a parent node directly connected to the topic node; and identifying, in the discourse tree, a second terminal node that is related to the parent node via a rhetorical relation of type elaboration; and providing text associated with the second terminal node to the user device.
 2. The method of claim 1, further comprising: forming, from the discourse tree, a set of navigation options including (i) a first rhetorical relationship between a first elementary discourse unit and a second elementary discourse unit and (ii) a second rhetorical relationship between the a third elementary discourse unit and a fourth elementary discourse unit; and presenting, to the user device, the set of navigation options.
 3. The method of claim 1, further comprising: receiving, from the user device, an additional utterance in response to the text associated with the second terminal node; identifying, in the discourse tree, a third terminal node that is related to the parent node via an additional rhetorical relation; and providing, to the user device, additional text based on a type of the additional rhetorical relation.
 4. The method of claim 1, further comprising: identifying, in the discourse tree, a satellite elementary discourse unit associated with the topic node via the rhetorical relationship of type elaboration; and providing text associated with the satellite elementary discourse unit to the user device.
 5. The method of claim 1, further comprising: navigating, in the discourse tree, to an additional non-terminal node that is connected to the topic node and represents an additional rhetorical relation; determining, from the additional non-terminal node, an additional topic by extracting an additional noun phrase from an additional nucleus elementary discourse unit associated with additional non-terminal node; and responsive to determining that the additional rhetorical relation is one of type elaboration, condition, or temporal sequence: extracting additional text from the additional nucleus elementary discourse unit; and providing the additional text to the user device.
 6. The method of claim 1, further comprising: receiving, from the user device, an utterance; determining that the utterance indicates familiarity with an additional topic; identifying, in the discourse tree, an additional non-terminal node that comprises text representing the additional topic and represents an additional rhetorical relation; responsive to determining that the additional rhetorical relation is one of type elaboration, condition, or contrast: extracting additional text from an elementary discourse unit associated with a terminal node that is connected to the additional terminal node; and providing the additional text to the user device.
 7. The method of claim 1, further comprising: forming, from the discourse tree, a communicative discourse tree that represents the text by matching each fragment that has a verb to a respective verb signature; identifying, from the communicative discourse tree, a verb signature that corresponds to the topic node; extracting a subject from the verb signature; and providing the subject to the user device.
 8. A system comprising: a non-transitory computer-readable medium storing computer-executable program instructions; and a processing device communicatively coupled to the non-transitory computer-readable medium for executing the computer-executable program instructions, wherein executing the computer-executable program instructions configures the processing device to perform operations comprising: creating a discourse tree from text comprising fragments, wherein the discourse tree comprises a root node, nonterminal nodes, and terminal nodes, each nonterminal node representing a rhetorical relationship between two of the fragments, and each terminal node is associated with one of the fragments, wherein the fragments are elementary discourse units; determining, from the discourse tree, a subset of terminal nodes that are (i) associated with a nonterminal node representing a rhetorical relationship of type elaboration and (ii) associated with a nucleus elementary discourse unit of the rhetorical relationship; determining, from a topic node, a topic of the discourse tree by extracting a noun phrase from the nucleus elementary discourse unit associated with the topic node, wherein the topic node has a shortest path length from the root node; providing, to a user device, text associated with the topic; receiving, from the user device, an utterance in response to the topic; and responsive to determining that the utterance comprises a request for more details: identifying, in the discourse tree, a parent node directly connected to the topic node; and identifying, in the discourse tree, a second terminal node that is related to the parent node via a rhetorical relation of type elaboration; and providing text associated with the second terminal node to the user device.
 9. The system of claim 8, wherein executing the computer-executable program instructions configures the processing device to perform operations comprising: forming, from the discourse tree, a set of navigation options including (i) a first rhetorical relationship between a first elementary discourse unit and a second elementary discourse unit and (ii) a second rhetorical relationship between the a third elementary discourse unit and a fourth elementary discourse unit; and presenting, to the user device, the set of navigation options.
 10. The system of claim 8, wherein executing the computer-executable program instructions configures the processing device to perform operations comprising: receiving, from the user device, an additional utterance in response to the text associated with the second terminal node; identifying, in the discourse tree, a third terminal node that is related to the parent node via an additional rhetorical relation; and providing, to the user device, additional text based on a type of the additional rhetorical relation.
 11. The system of claim 8, wherein executing the computer-executable program instructions configures the processing device to perform operations comprising: identifying, in the discourse tree, a satellite elementary discourse unit associated with the topic node via the rhetorical relationship of type elaboration; and providing text associated with the satellite elementary discourse unit to the user device.
 12. The system of claim 8, wherein executing the computer-executable program instructions configures the processing device to perform operations comprising: navigating, in the discourse tree, to an additional non-terminal node that is connected to the topic node and represents an additional rhetorical relation; determining, from the additional non-terminal node, an additional topic by extracting an additional noun phrase from an additional nucleus elementary discourse unit associated with additional non-terminal node; and responsive to determining that the additional rhetorical relation is one of type elaboration, condition, or temporal sequence: extracting additional text from the additional nucleus elementary discourse unit; and providing the additional text to the user device.
 13. The system of claim 8, wherein executing the computer-executable program instructions configures the processing device to perform operations comprising: receiving, from the user device, an utterance; determining that the utterance indicates familiarity with an additional topic; identifying, in the discourse tree, an additional non-terminal node that comprises text representing the additional topic and represents an additional rhetorical relation; responsive to determining that the additional rhetorical relation is one of type elaboration, condition, or contrast: extracting additional text from an elementary discourse unit associated with a terminal node that is connected to the additional terminal node; and providing the additional text to the user device.
 14. The system of claim 8, wherein executing the computer-executable program instructions configures the processing device to perform operations comprising: forming, from the discourse tree, a communicative discourse tree that represents the text by matching each fragment that has a verb to a respective verb signature; identifying, from the communicative discourse tree, a verb signature that corresponds to the topic node; extracting a subject from the verb signature; and providing the subject to the user device.
 15. A non-transitory computer-readable medium storing computer-executable program instructions that when executed by a processor, perform operations comprising: creating a discourse tree from text comprising fragments, wherein the discourse tree comprises a root node, nonterminal nodes, and terminal nodes, each nonterminal node representing a rhetorical relationship between two of the fragments, and each terminal node is associated with one of the fragments, wherein the fragments are elementary discourse units; determining, from the discourse tree, a subset of terminal nodes that are (i) associated with a nonterminal node representing a rhetorical relationship of type elaboration and (ii) associated with a nucleus elementary discourse unit of the rhetorical relationship; determining, from a topic node, a topic of the discourse tree by extracting a noun phrase from the nucleus elementary discourse unit associated with the topic node, wherein the topic node has a shortest path length from the root node; providing, to a user device, text associated with the topic; receiving, from the user device, an utterance in response to the topic; and responsive to determining that the utterance comprises a request for more details: identifying, in the discourse tree, a parent node directly connected to the topic node; and identifying, in the discourse tree, a second terminal node that is related to the parent node via a rhetorical relation of type elaboration; and providing text associated with the second terminal node to the user device.
 16. The non-transitory computer-readable medium of claim 15, wherein when executed by a processor, the computer-executable program instructions perform operations comprising: forming, from the discourse tree, a set of navigation options including (i) a first rhetorical relationship between a first elementary discourse unit and a second elementary discourse unit and (ii) a second rhetorical relationship between the a third elementary discourse unit and a fourth elementary discourse unit; and presenting, to the user device, the set of navigation options.
 17. The non-transitory computer-readable medium of claim 15, wherein when executed by a processor, the computer-executable program instructions perform operations comprising: receiving, from the user device, an additional utterance in response to the text associated with the second terminal node; identifying, in the discourse tree, a third terminal node that is related to the parent node via an additional rhetorical relation; and providing, to the user device, additional text based on a type of the additional rhetorical relation.
 18. The non-transitory computer-readable medium of claim 15, wherein when executed by a processor, the computer-executable program instructions perform operations comprising: identifying, in the discourse tree, a satellite elementary discourse unit associated with the topic node via the rhetorical relationship of type elaboration; and providing text associated with the satellite elementary discourse unit to the user device.
 19. The non-transitory computer-readable medium of claim 15, wherein when executed by a processor, the computer-executable program instructions perform operations comprising: navigating, in the discourse tree, to an additional non-terminal node that is connected to the topic node and represents an additional rhetorical relation; determining, from the additional non-terminal node, an additional topic by extracting an additional noun phrase from an additional nucleus elementary discourse unit associated with additional non-terminal node; and responsive to determining that the additional rhetorical relation is one of type elaboration, condition, or temporal sequence: extracting additional text from the additional nucleus elementary discourse unit; and providing the additional text to the user device.
 20. The non-transitory computer-readable medium of claim 15, wherein when executed by a processor, the computer-executable program instructions perform operations comprising: receiving, from the user device, an utterance; determining that the utterance indicates familiarity with an additional topic; identifying, in the discourse tree, an additional non-terminal node that comprises text representing the additional topic and represents an additional rhetorical relation; responsive to determining that the additional rhetorical relation is one of type elaboration, condition, or contrast: extracting additional text from an elementary discourse unit associated with a terminal node that is connected to the additional terminal node; and providing the additional text to the user device. 